In today’s digital age, it is impossible to ignore Artificial Intelligence (AI) and its impacts. AI is important in understanding how businesses operate. AI services and programs have the capacity to transform everything about the business. AI and automation are touted to be the biggest game-changers in the century. Latest companies are now moving to machine learning and artificial intelligence to transform interactions, relationships, revenues, and services. At the focus of the customer experience and AI relationship are tools like chatbots, personalized communication, image recognition, and recommendations. As per Gartner, AI-derived business value will triple to nearly $4 million by 2022, and customer experience will be central to this growth.
According to Salesforce Research Survey, 51% of companies are now choosing AI to improve and hyper personalize the customer experience. Customer service applications can help deliver a great customer experience. AI will have a positive impact on customer success operations as per 78% of contact center professionals. AI solutions are the key to a future and will enable better results for all customers. AI innovations are heavily required to gain the trust and loyalty of new-age customers.
How AI is changing customer experience
AI allows customers to chart a personalized experience by giving customers the right messages. With AI, it is possible to automate most processes and scale-up businesses. Most customers do not wait for answers, AI makes it possible to get quick answers.
1.Accurate and personalized recommendations: Artificial Intelligence will help analyze customer’s purchase decisions and create recommendations based on that. These recommendations will help build targeted marketing campaigns that build customer interest. As per Instapage, 78% of internet shoppers feel that relevant content increases their purchasing power. With AI, it is possible to get the right recommendations that are accurate and efficient. AI can take the help of natural data to understand purchase patterns and perform predictive and prescriptive analysis that will drive engagement. AI will also identify tactics to shape and create a journey around CX. Better recommendations will make the chances for upselling and cross-selling more.
2.Efficient and Friendly Service: One thing businesses cannot ignore is how customers want fast, efficient, and friendly service. AI chatbots meet that demand continuously and efficiently. Chatbots also come with lesser errors improving the scope for customers to get the right information as they need it. Customers can get information as per their need and can get consistently better at analyzing that information. Customer support can be a game-changer as it needs to be responsive, consistent, focused. AI tools in this regard include-Chatbots who can solve basic queries, reduce touchpoints, streamline interactions, and help with complex issues. Virtual assistants through AI help customers navigate the process and engage them in conversations. AI-agents can reduce the hassle of reaching customers online with natural language processing, machine learning, and voice assistant help.
3.Support Real-time data-supported decision-making: Artificial Intelligence allows companies to use biometric tracking and data analytics to engage with customers on a deep level. Facial expressions are also considered, and this lets the customer experience be personalized and customized. AI data tools can make tasks like data cleaning, combining, combing, and rearranging quicker and less expensive. Real-time data like customer feedback, response, service requests, and interaction times can make CX much better. AI will also improve customer trends, aid in improving customer interactions, and extract valuable points. Real-time data will help visually analyze and engage with users on a personal level. That information will help you deliver good support and service for customers and build stronger relationships at deeper levels.
4.Improve product recommendations: Teams can use AI-led recommendations that combine data with information to provide the best product recommendations. By collating information like website search queries, purchasing behavior, and more, it is possible to increase sales. These recommendations will get the best product attributes and dynamic information. Product recommendations will also improve customer experience through media and marketing campaigns. Customers can get insights on products they purchased and find similar ones that will make their experience better. Product recommendations can also help in understanding which areas can be improved in terms of composition, product performance, scope, function, and more. This will improve overall product features also helping the central focus to get better.
5.Round the clock customer support: Most customers are digitally connected and look for support 24/7 online. Customers like getting support even outside business hours. For these online businesses, it is not possible to hire human personnel to be available always. This is where AI comes into the picture. AI will help use these as important channels of communication to help customers with their queries. Engaging in real-time interactions will answer questions for customers. As per Invesp, nearly 85% of customer communications will take place without a human representative. With predictive analytics and automated phone bot accuracy, it is possible for customers to get smart solutions. AI can help identify how customer queries are and send quick resolutions for the concerns.
Other ways AI can influence customer experience includes-
- Voice-enabled customer services like Amazon Echo and Alexa
- Useful customer insights
- Streamline customer interactions
- Data-backed customer and marketing strategies
- Automated assistance
- Improve marketing flows
- Providing personalized content
Bottom Line: AI offers easy, efficient solutions to customer service problems
AI is the key to effectively harnessing customer information and big data to deliver a great customer experience. An AI-powered customer service center will ensure that customers get serviced effectively. AI solutions are a great way to remain competitive. More companies now are looking to improve customer experience to get loyalty and trust from their customers. Having to implement data-led marketing innovations as part of the marketing strategy will enable great results.
AI evolves to gather many opportunities for customers by combining customer data to chalk out customer journey maps, reduce customer wait times, make customer interactions simpler, and enhance customer engagement. Making sure these elements are combined, and will enable a simpler CX for users.
