The most advanced technology for assistance is virtual agents: Automated operations, pattern recognition records used by AI to understand and reply to customer inquiries.
Nowadays, Artificial Intelligence is playing a significant role in business operation, AI tools and services are helping from the rock bottom of data gathering to on-boarding in the HR department. AI and automation have been beneficial in cost-cutting, time-saving, and there is another domain where AI has proven to be an impact and meaningful, i.e. customer experience.
What Is Customer Experience?
Customer experience is the entire journey of the customer with any organisation from the initial stage when a customer walk-in or goes online till support if required.
There are three main segments of the customer experience:
- Customer Service: The point wherever customer interacts with the team may be the customer support team, customer success team or technical support team.
- Technology: The product or service for which customer has contacted your team.
- Branding: The feeling which the customer carries because of business marketing strategies. Positive or negative depending upon the customers’ experience.
Gartner, a global research and advisory firm providing information mentioned in one of the reports that “in a few years from now, 85% of the market will compete on customer experience.”
How is AI empowering the customer experience?
Artificial intelligence came up with virtual assistants. Machine learning, NLP (Natural Language Processing) helps the machine to analyse and understand customers need and assists the customer accordingly, consuming less time with the highly personalised approach of customer support. Let us take a look at how AI is empowering customer experience and assisting the consumers adequately.
Dynamic Emails: Marketers says that “personalised content is better than un-personalised content.” Effectiveness of personalised content is 48% and un-personalised content effect of 17%. AI records the patterns of the subscriber’s email and browsing data to understand how a consumer associates with your content. This information helps the AI in understanding the relevant data for creating personalised content for message or email. AI-assisted content increases customer engagement and sale for the business.
Empowering Self-Service: One of the best features of AI is that it reduces the wait time for the customer, no need to wait for the next available agent to help with a simple problem like bill, product, or service AI will help you so that you don’t have to wait.
Gartner predicted that in 2020, 85% of the customer relationship would happen without human interaction.
Virtual Assistant: Artificial Intelligence, in the form of chatbot, has tremendously enhanced customer experience. “The customer experience is the next competitive battleground.” – Jerry Gregoire,
Personalisation: AI helps business to establish a more interactive and personalised customer experience.
Streamlined Process: Process of buying any product for the customer should be a cup of tea, and AI chatbot made the entire process easy.
Resolution: AI can predict the issue and provide the customer with a solution.
The ideal way to employ chatbot is to assist your consumers thoroughly upfront.
Available 24/7: AI doesn’t ask for the leave; AI work 24/7 empowering the customer with self-service support. Customers nowadays are not willing to wait for until the centre opens to get the resolution with AI being available 24/7 is an extra value added to your customer service.
The advantage of AI, nevertheless, is that it doesn’t get upset like humans though it has the potential to learn emotion. That benefits businesses and brings confidence that their representative will always be kind and welcoming, which lead to excellent customer experience.
AI has transformed the perspective of business and especially customer service. If you want your business to grow faster, this is the time to change how you operate your business — plan on how you can use AI to enhance your customer experience.