Businesses must exercise caution

customer experience personalization. The key is to determine which personal information is relevant and which is not. This includes data such as credit cards, social security numbers, and passwords obtained through conversations with support. Once businesses can separate the wheat from the chaff, they can use redaction tools to cull extraneous information and permanently remove it from customer conversations. Thanks to advances in AI, this process is becoming smarter and easier to automate. 2. Allow agents to access only the customer data they need Information suppression tools can help protect personal information that CX professionals don't need access to, but what about the data they do? To provide their customers with a relevant,

If a customer relies on AI recommendations to act, one must be transparent about the degree of confidence the AI ​​has in its own recommendations. AI can provide a perfectly tailored answer 80% of the time, but what customers will remember are the rare cases when it gets it wrong. This is why transparency is essential to building a lasting relationship of trust with administrators, agents and clients. Don't exclude humans When the AI ​​is unsure, it should immediately seek help from a human. To ensure the accuracy, security and impartiality of AI, human supervision is essential. According to our research , 81% of customers say access to a human agent is essential to trusting AI-powered customer service . Ensure security and privacy Ensuring data confidentiality





and security is essential to maintaining customer trust. However, our data shows that only 21% of consumers strongly agree that companies are doing enough to protect them. The gap is  Chinese Malaysia Phone Number List enormous. At Zendesk, we process billions of interactions containing sensitive data and must meet the high demands of our customers, including developing our models in-house and ensuring that no data leaves Zendesk's infrastructure. Develop additional protections for generative AI Generative AI models can be a great ally if you want to make your interactions more human, but they can also provide misleading or inaccurate information. To avoid undermining customer trust or tarnishing their brand reputation,  with these changing





technologies and implement additional safeguards (including human review) to ensure responses are relevant. AI can't do everything, and that shouldn't be its goal. Instead, target areas where AI can truly improve your processes, such as reducing wait times or directing customers to the right support article. What most customers just want is to get help as quickly as possible. When AI can help them, you should favor this solution. If it can't help them or if it risks making their experience worse, it's up to a human agent to do it.Sustainable shopping: why should brands go green? Learn how omnichannel retailers and brands can integrate sustainability into every step of the supply chain and different consumer touchpoints in a way that is authentic and a competitive