To win over this disruptive landscape, more and more businesses are contemplating innovative and improved perceptions to combat widespread competition.
Having a competitive strategy to serve customers in due course of time translates into quick market expansion, buoyant growth, and better brand value.
There are several options to choose from. However, marketers tend to agree that it is the role of artificial intelligence in customer service that is the vital and key differentiator to business expansion.
Why Use AI?
It is a collaborative effort that goes into delivering the right customer experience. Through a series of seamless service design, micro engagements, and analyzing user journeys, the progression is holistic and by no means ceases to exist.
To ensure that the right automation is being developed, it is necessary to know what the customer feels of these possible changes in the system. As a business, it is best to start by asking the right questions.
Collect data from your customers using online surveys. You can use many free online survey creators to help you design a questionnaire that is simple, short, and relevant. There are several other options to choose from when it comes to developing your customer survey. Online survey software have made data collection incredibly easy for all users.
Once you have assessed and evaluated the survey outcomes, use them to guide you through the extent of AI usage in your customer experience processes. It is important that you focus on raising the CX experience standards further. A combination of human interaction with upcoming AI and machine learning technologies will undoubtedly be a force to reckon with.
Application of AI and Customer Experience
For many customers, this might trigger a knee-jerk reaction of feeling slightly uncomfortable at the thought of having to deal with AI-powered technologies instead of live service agents. However, the reality is that the strategic application of AI can enable businesses to attain higher levels of customer engagement.
So, what are the benefits of applying AI in CX?
To today’s business context, artificial intelligence is not being a replacement for humans. Instead, it is there to augment business performance through a systematic evaluation of big data to gain insights. Rather than creating specific rules, the automated system is programmed to detect new patterns that may otherwise elude the human manner of thinking.
But how does this benefit convert into delivering better customer experience?
The intention of having AI-powered platforms from a product perspective is to analyze customer search and purchase patterns. This covers both: business objectives and customer needs. Automated mechanisms are designed to learn from past experiences and recommend products to customers, thereby increasing conversions. The options of chatbot application too can act as the first level query resolution for customers. This generally creates positive CX and happy clients.
AI Set to Revolutionize CX
Not sure how to leverage AI to fuel your CX strategy? These five ways can help.
1. Data Analytics and Insights:
There is an enormous amount of data, that is the result of your customer’s daily digital activities that needs mining and structuring to gather insights. By using AI data-unification tools, you can efficiently generate a 360-degree overview of individual customers and their interactions from multiple channels. AI can sift through the data to determine customer trends. Additionally, it can also analyze and identify patterns by assessing customer feedback, service requests, response and interaction times, etc.to improve existing processes.
2. Improved Personalization:
Customer experience and personalization go hand in hand. AI’s ability to use natural data and predictive analytics can delve deeper into distinctive customer behavior, purchase patterns, and deliver personalized, relevant messages and content.
It is essential to recognize the possible next-actions, touchpoints, and strategies to approach CX within the business context. The idea is to cut through the noise and drive better engagement at the right place and at the right time.
3. Recommender Systems:
By establishing the context of user search or transaction, your customer shopping experiences can be made that much more streamlined and quicker. All AI needs to do is to scan the data, namely search history, location data, time, and automatically present shopping recommendations to customers.
4. Customer Support:
This is possibly the single most critical area where AI tools can essentially impact the business. New age avenues like chatbots, virtual assistants, and self-servicing agents are deployed to provide a reactive, determined, and stable support experience.
5. Simplicity, Efficiency, and Productivity:
It is essential that your customer experience should focus on prompt engagements that are simple yet effective. Implementing new technologies increases operational productivity and efficiency in customer service. Additionally, faster decision making, analysis aided by cognitive computing can help you understand the customer needs better. It also enables you to offer reliable, close to real-time experiences.
AI is writing the future of CX by proactively deducing ways of battling customer issues and offering superior experiences sans any hiccups. Undoubtedly, customers are seeking quick, frictionless solutions that add to their overall experience with the business. Therefore, more and more customers are now open to adapting to new technologies, especially if it improves their CX. As acceptance grows, AI-powered smart tools will play a key role in revolutionizing customer experience.