Chapter 10: Delivering Insights with Service AI

Just as artificial intelligence (AI) has enabled product teams to enhance the product life cycle, service teams can now leverage AI to enhance the service life cycle.

As we know, it's not enough to provide a great solution to a customer challenge or problem. The customer insight process and the ensuing service design must be central to any organization that wishes to differentiate itself and deliver a higher-value experience to customers. Now, you can use AI to leverage data and gain actionable insights on how to better serve your customers in the future.

It's important to note that AI cannot read minds. However, it can process vast amounts of data and deliver actionable insights. With AI today, service teams can gain an unparalleled understanding of specific elements of the customer journey, and this can lead them to provide a better service.

In this chapter, we'll cover how to analyze data to better understand...