Machines are getting smarter, and companies are discovering new ways to leverage AI to engage with the customer and improve the service experience.
How to improve customer experience using AI?
If there is a problem with a company’s product, you call the business support center to resolve your issue. When you raise a complaint, the digital experience automation works differently from traditional response system. The core feature of AI is that the machine understands customers, regardless of their accents and dialects.
The system is programmed to interact with the customers and help to solve your issues.
It assists you with the answers and suggestions promptly and escalates the issue to the proper authorities.
Let us look at how AI customer support serves your customers better and enhances your brand image.
1. Smart email content curation
Teams often spend hours composing and scheduling weekly emails with multiple customer segments as targets.
With this particular approach, you send a personalized email to many of your customers. A study by Demand Metric said that customized content is more effective than un-personalized content.
Algorithms record a subscriber’s email browsing data and website experience, understanding how effectively an individual interacts with your content.
This knowledge helps the algorithm to detect hyper-relevant content and create personalized emails.
Dynamic emails are assembled based on:
- Previously read blog posts
- Previous interactions with a website
- Most popular blog post at the time
- Initial interactions with branded emails
- Total time spent on a web page
2. Improved customer experience
Artificial Intelligence has vastly improved customer experience, and the following features are the significant factors
i). Personalization: Customers’ prefer personalized experience when they visit your business website or your online store. Generally, businesses build their website for their ideal customer personas. However, every individual has unique requirements, and it may become difficult for the firms to prioritize their website interface to the user’s specific needs. AI, in such situation, helps businesses engage with their audience with a personalized interface. AI helps these businesses to build a more interactive and personalized customer experience.
ii). Fix problems before they occur: Chatbots stay one step ahead by proactively creating a seamless experience for the user and resolving customers’ issues before they realize they exist.
iii). Streamline the sales path: When a customer wants to buy visits to your website, it is essential to make the process pain-free. Sometimes, Live-chat representatives may over-complicate things, but a chatbot designed with AI streamlines the entire process of improving customer experience.
3. Better service and lead generation
If you ever had an online chat with a customer service representative, you may not be aware, but you are likely talking to a bot the whole time.
If you are new to chatbots or interested in implementing one on your website, check with a free whitepaper on how chatbots help create a successful customer service strategy and increase the customer engagements.
From healthcare to insurance in education, Chatbots provide smart customer support in all industries. In most cases, they are better at crafting personalized content than humans.
Chatbots have access to lots of customer-centric data sets. Apart from that, they also combine location-specific requests for easy detections of common issues, identifying patterns, and predicting what is causing problems for a particular user making chatbots more knowledgeable than human customer service representatives.
An AI-powered chatbot offers advice and tips within the research phase of the purchasing process, providing an opportunity for a new form of content marketing.
4. Increases in productivity
AI can start conversations with customers, providing them with the information they need or help with the purchasing process. Chatbots solve common queries and transfer any questions they cannot deal with to the customer agents. It means the customer support team only have to handle the complex customer queries.
5. AI-driven customer insights
It would take human beings a considerable amount of time to analyze the numbers and extract customers’ behavioral patterns. In a blink of an eye AI algorithm uses billions of data points to develop customer personas systematically. Some of these data points include:
- Previous communication
- Geo-specific events
- Purchase behaviours
- On-site interactions
- Traveler’s survey image sources
- Psychographic factor
- Source of referrals.
- Machine learning algorithms can detect which customer segments should be added and removed from the campaign.
- Match customers to products they’re more likely to use.
- Avoid individual stocks from being promoted to buyers who frequently return items.
6. Uninterrupted work with no extra cost
As technology advances, AI is becoming more productive and affordable. It doesn’t need sleep, doesn’t take the breaks, and never gets sick. It works round the clock. Also, AI quickly learns new skills and doesn’t repeat mistakes. Machines maintain consistency and efficiency, resulting in greater productivity.
It is not an argument for replacing employees with AI, but rather it shows how AI can make a business’s life more comfortable and ensure its employees will never feel overworked and burned out.
Future of Customer Experience in Artificial Intelligence
AI market multiplied in the past few years. Over 1,500 companies, including Microsoft, Google, IBM, and Amazon, have invested in developing next-gen apps to deliver better customer experience. Many more would gladly jump the wagon because it is evident that AI boosts productivity and reduces time and cost.