Artificial Intelligence (AI) is one of the leading and fastest-growing trends in technology. It has been implemented in many industries and continues to gain popularity due to positive and highly promising results.
As a tool, AI has been used by sales professionals and marketers who want to provide their clients with a personalized, exceptional customer experience. There are many aspects that have an impact on it, and AI helps understand the human factor better. In this article, we will describe four ways in which AI can contribute to a better customer experience.
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Predictive Behavior Analysis and Real-Time Decisioning
AI is known for its ability to process large amounts of data in a short amount of time. As such, it can effectively use predictive analytics to make predictions based on statistics, data mining, and modeling. According to experts from SalesHood.com, it allows you to plan future interactions between your brand and your customers.
Because of the real-time decisioning, it is possible to make an almost immediate decision based on the most recent data. It lets you calibrate your services to customers and adjust your marketing techniques. For example, by using real-time decisioning, AI can detect whether customers are using ad blockers or identify their personalized recommendations. This, in turn, prompts it to display more relevant content and alternative yet equally engaging information.
The last thing you want to do is to make your clients feel frustrated. Your business website should be transparent, easy to use, and cater to people with various needs and interests. Frustration kills customer experience and making your clients repeat information such as an address, a phone number, or an explanation of a particular issue can cause just that.
AI can help you eliminate some risk factors and provide your customers with personalized experience. It has access to crucial data, such as conversation histories or previously stated preferences and intentions. Compared with traditional means of interacting with brands and businesses, it’s a quicker and more convenient solution. It’s a great way to make people feel as if the services you provide are tailored to their respective needs.
AI Chatbots and Customer Support
One of the most important elements of customer experience is customer support. People value the possibility of writing to someone and explaining their issues or asking questions. For this reason, the majority of online businesses have help desks with real people answering tickets. Some brands, however, implement AI chatbots.
While experts believe that AI won’t be as effective in customer interactions as other humans for a long time, they see it as a useful solution that can save businesses time and money. AI-powered chatbots are able to handle routine, automatized operations such as order tracking, account management, or invoice management. If you’re wondering how trustworthy they are, the 2020 MIT Technology Review might have an answer to that. A survey conducted between 1,004 business leaders showed that chatbots in customer service are the most popular application of AI as of today. Additionally, 49% of customers find AI interactions to be trustworthy, which is a huge improvement when compared with 30% in 2018.
Detecting Root Cause
A system that’s 100% foolproof simply doesn’t exist. The same goes for all customer-related services: no matter what you do, you won’t get a 100% client satisfaction rate. AI won’t guarantee that, either, but it can help you get rid of factors that have a negative impact on someone’s experience.
Besides detecting customers’ feelings and preferences, AI in the contact center can perform interaction analysis. Information derived from it can help recognize service issues, product defects, and areas of customer service that need improvement and are the main source of customer frustration. If used well and acted upon properly, such knowledge offers you the possibility to recalibrate your services and enhance the customer experience.
The Bottom Line
While there’s still much to improve and develop in regards to AI, AI itself is no longer a futuristic vision. It has become our reality, and it has already been implemented in many businesses, the economy, and even educational sectors. What’s more, the already available AI-powered technologies proved that they could realistically contribute to better business outcomes.
Customer service is a tricky area because there are many variables that create the overall customer experience. However, more businesses decide to use AI as a tool to improve customer experience and aim for better business outcomes. They can do it by performing predictive analysis, providing a highly personalized experience, implementing AI chatbots, and detecting the service’s weak points, to name a few. You can expect that you’ll have more business opportunities and positive customer responses as you implement more AI-based solutions.