More businesses are finding how artificial intelligence can improve customer experience and fulfill the needs of modern consumers. Success is no longer just determined by product or price; a positive customer experience is required. And if the new competitive battleground is customer experience (CX), artificial intelligence (AI) is your most potent weapon.
AI technology is not a fad. It’s already here, and you can use it to provide excellent customer service. According to Gartner, enterprise AI adoption has increased by 270 percent in the last four years.
If you wonder what CX-centered AI is and how it may help your company, this is the post for you.
What Role Does AI Play In Customer Service?
AI in customer service means around-the-clock availability in any language, attracting new customers, and increasing customer engagement strategies. Most support teams can use AI to give superior customer care. Chatbots perform various tasks, including encouraging customers to return to their shopping carts, gathering comments, and asking for reviews.
AI can also function with human support agents, allowing them to focus on more challenging problems while AI takes care of the basics. Without human agents, AI technologies such as chatbots can understand voice triggers and deliver relevant information and direction.
Data collection and analysis is another method AI is incorporated into customer care. Customer conversations generate a large amount of data that may be used to gain valuable insights into customer behavior, preferences, attrition rate, and more.
Thanks to AI, you don’t have to evaluate data manually and draw conclusions. AI can also aid in developing complete consumer intelligence, interaction intelligence, and conversational intelligence.
What Are Artificial Intelligence Opportunities And Challenges?
Artificial intelligence is no longer viewed as the enemy and the end of humanity—but no one would watch the Terminator if T-800 looked like Siri. Even though the COVID-19 pandemic has slowed investment in this type of technology. According to the Gartner Hype Cycle for Artificial Intelligence, 2020, only 16 percent of the companies surveyed temporarily suspended their AI initiatives, 7% decreased them, and 30% increased their investment.
The rationale for this is the proven advantages of AI, which include:
· User Satisfaction Has Improved:
According to Aberdeen and IBM research, 33 percent of users are more likely to boost their happiness due to AI’s individualized experiences.
· Getting New Customers:
Companies that invest in artificial intelligence are three times more likely to gain new consumers.
· Customer Loyalty:
AI-enabled businesses are 2.5 times more likely to increase client retention.
Due to the automation provided by intelligent solutions, firms that invest in AI can boost their revenue and sales while saving a significant amount of money on operational and monotonous chores.
However, only one out of every ten businesses has been able to put AI into production. Smaller companies find it challenging to embrace, whereas larger companies with dedicated teams and resources employ it only on the most strategic initiatives. What gives? At least one of the following culprits is usually to blame:
· Lack Of Ability:
Experienced and qualified AI developers and data scientists are difficult to find and keep.
· Data Accessibility:
Most businesses lack access to high-quality, centralized data from which AI-enabled apps can learn.
· Know What You Should Do:
Most businesses are unsure of how to go, what to do, or how to properly launch an AI effort.
6 Ways AI Improves Customer Experience
Customer Service That Is Proactive And Individualized
Machine learning and predictive analytics are two AI applications that can detect frequent consumer issues and even provide insight into what’s generating problems for users. Using this information to create AI chatbots at key client touchpoints can help your company personalize real-time customer experiences while being proactive.
Chatbots are designed to stay one step ahead of the user, providing a flawless experience and preventing potential difficulties. They can be put in high-traffic areas to answer common queries, provide research recommendations and guidance, or assist with order placement. These will help your clients perceive and experience your brand more positively.
Boost Your Lead Generation
When customers want to buy something, making the process as painless as possible is critical – and AI-powered chatbots can help with that. Preprogrammed questions can validate leads before they are passed on to a salesperson. Chatbots can also initiate conversations with customers based on their browsing history to expedite the sale and even upsell after it has been completed.
Create Customer Insights Based On Data
AI can analyze data and derive customer behavioral patterns in the blink of an eye. This information can construct customer personas, match customers to products they are more likely to purchase and show readers the most relevant material.
Some of the data points that an AI program can monitor are as follows:
· Previous customer correspondence
· Geographical events
· Purchasing patterns
· Interactions on-site
· Psychographic variables
· Sources of referrals
That’s critical because the more you know about your clients, the more personalized their experience can be.
Personalize The Content
Companies frequently devote hours writing and scheduling weekly emails to multiple consumer segments. The difficulty is that you can’t send a personalized email to every consumer on your list, even if you use the correct email segments.
Artificial intelligence can help with this. By assessing subjects of interest and finding trends to recommend relevant content, AI allows highly tailored emails to be sent.
Several variables: can influence these dynamic emails.
· Read previous blog postings
· Your website’s interactions
· The most popular blog entry at the time was
· Getting started with branded emails
· The total amount of time spent on a website
According to studies, 67 percent of consumers believe brands must automatically alter information based on context; such small improvements can make a big difference.
Chatbots powered by artificial intelligence is excellent at answering common customer questions. They can do so by starting discussions at designated touchpoints on your website, providing answers to frequently asked questions, or assisting customers during the purchasing or application process. This frees up your customer service crew to work on more complex issues. Even if chatbots cannot resolve a problem, they can direct clients to the most relevant assistance, such as a live agent or a knowledge base article.
Employee Burnout Prevention
Artificial intelligence does not require sleep, breaks, or illness. It can quickly pick up new skills and work diligently to deliver consistent results and production.
Allow your employees to concentrate on jobs that demand a human touch and essential interpersonal skills. Of course, this isn’t a case for replacing employees; instead, it demonstrates how artificial intelligence may help ensure that your employees are never overworked or burned out. The rest is up to technology.
Chatbots using Artificial Intelligence To Provide Real-Time Support
In recent years, chatbot adoption has exploded. Gartner predicts that by 2020, virtual customer assistants such as chatbots will be used in at least 25% of customer care operations.
Chatbots will have a commercial impact in faster responses to client inquiries, less time spent on customer service calls, and increased productivity in providing customer service. IBM believes that chatbots may reduce tier q inquiry resolution times from 38 hours to under 5.4 minutes. Customer care workers that provide live customer help will be able to rely on chatbot intelligence to deliver contextually appropriate assistance.
AI uses Natural Language Processing (NLP) to read a ‘ticket’ and immediately route it to the appropriate team. They evaluate data using patterns that humans can disregard, posing another problem. AI can mirror the task and refer to the solution if the problem recurs. It can also analyze unstructured data considerably faster than humans, in seconds.
Tagging tickets also aids in the resolution of issues that can quickly escalate if not addressed. MonkeyLearn, for example, recognizes client sentiments and tags tickets for improved prioritizing. This saves humans a lot of time, allowing them to focus on other things. The internet is used to examine tagged tickets and acquire insights, particularly from social media sites, product or service evaluations, and app reviews.
Organizations must integrate AI into their processes to win customers, retain them, and make them loyal to your company. AI improves the client experience and keeps you ahead of the competition. It also makes customer service agents’ lives easier. AI automates quick responses, customer journey personalization, ticket routing to the appropriate team, data analysis, accelerating reactions, identifying solutions, recommending products and services, prioritizing tickets or queries, and more, allowing humans to focus on more complicated duties.
To know more about AI’s impact on business, contact the ONPASSIVE team.