The success of a brand is no longer dependent solely on a good product or some crazy pricing — a delightful and satisfying experience for your customers is a must. And if a brand’s CX is the new competitive battle zone then artificial intelligence (AI) is the most powerful and influential weapon.
CX has seen unprecedented growth over the past few years. Customers can now connect remotely via the internet and place orders, book cabs, and solve a range of queries without human intervention.
Most of the brands these days are discovering and learning how AI can be leveraged to improve customer experience and meet the needs & demands of modern consumers in this modern market.
It’s clear that AI technology is not some forthcoming futuristic trend. It’s here right now, and brands can utilize it in providing satisfying heart-touching customer experiences.
If you’re wondering what exactly Customer Experience – Centric Artificial Intelligence is and how it can benefit brands, this is the post for you.
Artificial intelligence has opened the door to endless possibilities and applications.
According to a Microsoft report, “By 2025, 95% of all consumer interactions will be through channels supported and reinforced by artificial intelligence (AI) technology”. And AI-powered chatbots will be a critical element in supporting, nurturing, and sustaining the next generation of customer experience.
Each organization strives to stay ahead of the curve and invest in new technologies to maximize AI. AI seems to be the need of every organization to stay afloat in this highly competitive day and age.
AI in CX satisfaction fulfillment
Like many possibilities, AI is very promising for the customer experience (CX). Incorporating AI into your business will help you deliver a high-quality customer experience at any stage of the customer journey.
AI can be successfully implemented to ensure a seamless end-to-end customer experience. It will also help people feel more connected to your organization. The more personalized the service, the better the customer reviews.
AI platforms allow customer service teams to organize and prioritize tickets according to customer sentiment. Timely and fast resolution of service tickets has a positive effect on the customer experience.
How can AI improve CX?
Regarding the customer experience, AI has helped businesses in many ways to interact with customers in a more personalized, engaging, and responsive manner. Businesses understand that to reach and understand their target customer segments, they must engage in AI to deliver high-quality, effective customer journeys effectively and quickly.
Based on the Forbes report, it is a fact that AI has offered a pronounced deal of personalization and automation in the lives of our customers. There exist various ideas that are changing the whole customer experience (CX). Ultimately, the goal is to provide customers with an experience that makes it easy to use everything they like.
Let’s take a look at how CX can benefit from having AI as an integral part of your business.
➡️ Personalization in AI
You can now use AI to recommend products to buyers according to their preferred tastes. Big organizations are training AI to analyze customer behavior, helping them with the products they create. This helps businesses to know their customers personally. In return, customers also feel connected to those companies.
A personalized touch brings content and satisfaction to customers in an upgraded ecosystem. Whether it’s through a feedback form, a gift coupon, a marketing message, or any direct communication, AI encourages enterprises to send customized messages.
Top brands including IBM and Amazon use custom-made solutions like Azure and AWS. These solutions use advanced data analysis to support their buyers extensively.
➡️ AI-enabled analytics for crucial customer acumen
In today’s world, data is invaluable and widely available – meaningful conclusions must be drawn from them. To better understand and serve customers, it is necessary to carefully analyze all the data and identify trends to better serve them.
Companies can draw actionable insights from this data, and use it to increase customer engagement, satisfaction and help employees make better decisions.
➡️ Understand customer behavior and sentiment analysis
Sentiment analysis is important for understanding the state of mind of the client. Ameyo’s AI platform reviews chat transcripts and highlights incidents when the customer feels angry or dissatisfied.
Contact centers can now go deeper into how customers feel about their service. It reflects the individual expectations, behaviors, and circumstances of the customer and creates contact centers to handle customer service wisely.
➡️ Predictive personalization
The term refers to predicting customer actions and behaviors based on past data, says the online shopping portal. It empowers customers to realize that their needs are valuable and that they should invest in things that meet their expectations.
All data related to customer actions are compiled to show the results they need to see, eliminating the possibility of seeing irrelevant products and services. The more personalized AI becomes, the more customers will be satisfied as they will be targeted with shopping items based on their features.
➡️ Emotional intelligence
There is a lasting belief that AI will eventually eliminate the need for human beings in the workplace. This is not true. Sophisticated intelligence proxies still require a human touch.
Customer Experience AI is an intelligent and innovative solution that emphasizes human emotion to offer personalized customer service. Analyzing customer interactions through passive communication channels like mail and chat transcript highlights the current emotional state of the customer.
Based on text conversations, the AI-based system helps the customer understand the mood of the customer by identifying the incidents of feeling annoyed or dissatisfied. With this information, agents now know how to respond and/or redirect a disgruntled customer’s ticket to a more experienced agent.
➡️ Track social media opinion
Modern-day consumers are very active on social media, and their negative experiences can change people’s opinions. Keeping track of what your customers are saying about your brand on social media platforms helps prevent growth.
The social shout index quickly influences the negative experience. Your support team is actively monitoring your customers’ social media comments and offering support in real-time.
➡️ Use chatbots and AI-powered virtual assistants
The core purpose of chatbots is to help in less time without the involvement of any human. One of the biggest benefits AI offers CX is making it faster, easier, more interactive, more automated. Introducing chatbots helps interact with different websites, which in turn increases customer engagement.
In addition, businesses have benefited from AI-powered virtual assistants. The segment content across numerous channels to target the right audience. For example, FB’s messenger bot interacts with users and provides suggestions and help with recommendations that match your interests and allow them to interact in a more humane and personalized way.
AI, when clubbed with machine learning algorithms, helps identify potential leads and can market them accordingly. This is a great way to increase profits and reduce costs.
➡️ Automated decision-making
The rise of AI has caused a noticeable change in the decision-making process. With the advancement in technology, the decision-making process related to ROI, various new market opportunities, have become effective and efficient.
AI, backed with machine learning algorithms, made many realize that decisions should not be made based on intuition alone; Instead, they should be based on data analysis. Many sectors – such as the financial sector, the automobile sector, and the health sector – are witnessing significant changes in the overall decision-making process.
➡️ 24×7 availability
Augmented AI in support operations provides uniform and uninterrupted 24/7 customer service. With active operations, customers can now work around the clock.
Create outstanding customer experiences with AI
Artificial Intelligence has the power to enhance customer experience at every step of the customer’s journey and it supports you to understand who your customers are, what are their likes and dislikes, and how they shop, it offers endless ways to improve CX for brands.
AI has drastically changed the way consumers interact with organizations. It now facilitates far more personalized and informative interactions. AI also plays an important role in improving customer experience and building mutual trust.
It is recommended to first review whether your current business operation model is resulting in a positive customer experience or not. Based on this assessment, adopt AI in your business and achieve high engagement, retention, and conversions.Tags: Artificial Intelligence, Artificial Intelligence trends, customer experience, machine learning, Marketing Technology