How to make the most of connected devices? Draw on IoT data and agentic AI, writes Martin Taylor, Co-Founder and Deputy CEO, Content Guru
The number of digital customers- connected devices representing and acting on behalf of real individuals – is growing. Advancements in connected objects and increased adoption of artificial intelligence (AI) will increase the number of digital customers significantly in the coming years, making the customer experience (CX) industry a huge growth area for IoT technology.
One of the most common sectors in which digital customers currently are already mainstream is utilities, with millions of people relying on their support. There are over 36 million smart meters in the UK and as a result, the majority of the population can benefit from more accurate billing, detailed usage overview and non-peak offers which allow cheaper consumption outside of busy times.
For utilities providers and distributors, smart meters enhance the ability to measure and forecast usage and be alerted to outages. Additionally, they can speed up troubleshooting when a customer reports an apparent power failure. Smart meters allow providers to asses reported outages more effectively. For example, they could show there is in fact power to the site and the problem lies elsewhere (e.g. the customer’s fuse box) and saves them having to respond the reported issue; saving resources and allowing them to pass the information on to customers reaching out for support.
Smart meters are a prime example of how previously inanimate objects can provide value to companies and customers by enabling a connection, and we are already seeing use cases emerge from other industries. Digitally-connected cars communicate not only with their owners, allowing them to manage functions through a mobile app or to receive diagnostics, but also with manufacturers, helping them understand the real-world performance of their vehicles. Insurers can also use their data to offer more accurate and representative quotes for drivers through ‘black box’ technology. Understanding how a customer drives and when they make their journeys allows the insurer to better determine risk; perfect for certain groups of drivers, such as those that have recently passed their test or find themselves in a demographic that is typically charged more based on outdated risk metrics.
IoT is growing, and so are digital customers
Digital customers are more than just a concept, and they’re already impacting people’s lives. With the number of connected devices rising exponentially, so does the potential of digital customers. The number of connected IoT devices is estimated to grow to 40 billion by 2030, far outpacing the human population, and will change the consumer/business relationship, especially with the advent of AI.
Agentic AI, that is, AI that possesses autonomy, perceives its environment, makes decisions, and takes proactive actions to achieve specific goals with minimal human intervention, will redefine CX when powered by the data provided by IoT devices. Agentic AI and digital customers will go hand-in-hand and offer an exciting future for CX, unlocking ‘contactless resolution’. But what are some instances where full automation of CX could take place?
AI adding context to data
We’ve already explored how connected cars could detect an issue and send a notification to the phone of the owner, however, the onus is then on the driver to source and book repairs. What if AI could take the next step for the customer based on the data it has received? That’s possible with Agentic AI. If the car detects a potential issue, it can autonomously schedule a service appointment with a local mechanic, order replacement parts, or even contact roadside assistance if needed. It can also negotiate pricing or compare service options based on the owner’s preferences – having the ability to ‘shop around’ for the best deal on the customer’s behalf. The autonomous nature of the interaction means that issues can be sorted more effectively for the consumer, but also presents opportunities for businesses that can manage requests from digital customers.
Agentic AI has the ability to use reasoning by pulling in a range of data sources that go beyond just the binary outcome of ‘smart sensors’. Agentic AI can consult the weather forecast and predict whether extreme weather or other external factors could be causing issues. This could advise the customer to wait before booking repairs, saving unnecessary appointments.
A new era of contactless resolutions
The CX industry has long aimed for and championed first contact resolutions- the ability for a customer to resolve their query within one interaction. With the rise of Agentic AI and digital customers, brands can go one step further and explore contactless resolutions.
A growing number of consumers will have Agentic AI capabilities readily available through their smartphones. Both Apple and Samsung have released AI that functions as a personal assistant, opening up the possibility for AI to coordinate the data and seamlessly manage interactions with companies. The pressure is now on companies to ensure their systems are able to service digital customers, to make the most of the data opportunity presented by the growth of IoT and connected devices.
Martin is the Co-Founder and Deputy CEO of Content Guru, a global provider of enterprise Cloud customer experience and contact centre solutions. Martin’s responsibilities include product innovation, strategic market development and the business’s fast-growing healthcare and public sector practice.
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