In a bid to revolutionize the customer service experience, retail giant CVS is planning to introduce an AI-powered app that will provide instant support to its customers. The Chief Technology Officer of CVS Health, Tilak Mandadi, told The Wall Street Journal about the company’s plans to roll out an app that will eliminate the need for customers to call in and speak to a pharmacist or a live agent at a call center. This move is particularly aimed at catering to the preferences of Generation Z, who are less inclined to make phone calls.
The app will be powered by AI technology, allowing customers to receive text-based answers in a “natural language.” Mandadi emphasized that the aim is to move away from the frustrating menu options that are typically associated with phone-based customer service. Instead, customers will be able to simply state their query, and the AI will respond if it can provide an answer. If the AI is unable to assist, the customer will be directed to a live customer representative.
CVS is not the first retail giant to tap into the power of AI to enhance customer service. McDonald’s had previously experimented with an AI-powered drive-through service at 100 locations. However, the restaurant chain recently discontinued the program after viral videos online showcased the technology making errors with customer orders.
In the realm of call centers, AI technology is already being tested in crucial roles to aid employees. For instance, it can provide real-time translation of a caller’s speech for emergency dispatchers and help prioritize calls during high-volume periods. SoftBank Corp. is even testing an AI system that can modulate the tone of a caller’s voice to alleviate stress on customer service representatives.
AI chatbots have also been replacing the need for live representatives, especially for the phone-call-averse generation. Buy-now, pay-later provider, Affirm, found that less than 40% of customers needed to speak with a person after using its AI chatbot, according to CEO Max Levchin. A study by tech research firm Gartner further projected that AI could possibly replace 20 to 30% of customer service agents by 2026.
While the exact timeline for the release of CVS’s AI-powered app remains uncertain, the move showcases the increasing trend among companies to leverage AI technology for customer support. By providing instant, text-based solutions and streamlining cumbersome phone menus, CVS aims to enhance the overall customer experience and meet the evolving needs of today’s consumers.
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