In a recent report, PWC argued that messaging bots could play a role in transforming customer service. The consultancy is a firm believer in the power of enterprise messaging. In an exclusive video for MEF and Infinite Convergence, Dori Gurwitz, managing director of PWC New York, explained more…

Last year, the business consultancy PWC published research that countered the prevailing negativity around AI.

It predicted a market worth $70 billion by 2020 that will “have a transformative effect on consumer, enterprise, and government markets around the world”.

What has this to do with messaging? Well, it’s pretty simple: bots.

PWC’s report described how AI can power human-to-machine conversations can transform customer service.

It said: “Every year, $62 billion is lost through poor customer service. AI can help plug that leak by going above and beyond what humans are able to do. It could shift today’s run-of-the-mill standard to a personalised, digital concierge run by man but with the heavy lifting done by machine.”

  When bots work well they can exactly answer a customer’s question. There’s so much opportunity here. I believe conversational commerce will be huge. It all be the way to go for brands.”

Dori Gurwitz, managing director of PWC New York, is a believer. He says brands should seize the opportunity presented by conversational commerce.

“It can be a challenge when human agents are not fully trained for every type of situation,” he says. “When bots work well they can exactly answer a customer’s question. There’s so much opportunity here. I believe conversational commerce will be huge. It all be the way to go for brands.”

Gurwitz is similarly bullish about the power of messaging as an internal workplace tool.

“We need instant gratification both as consumers and also as employees in the enterprise. Messaging is the best way of communicating today. It’s the most efficient and real time channel. Email is so congested. 65 per cent of email is not relevant to your business.

“So I believe the future of internal communications is messaging. It addresses immediate problems as they happen. It helps people move the pace of business.”

To hear more from Dori Gurwitz on the topic of messaging, take a look at this exclusive video interview with MEF.

This Executive Insights Video Series, in association with Netsfere looks at the future of messaging and business communications.

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