Customer experience or CX refers to how customers perceive their interactions with your company. CX is of paramount importance to any business. It enables customers to decide if they will come back to your brand for more. Delivering holistic and quality customer experience can significantly improve the company’s customer retention and conversion rates.
AI is enabling companies to leverage customer service. It helps to gather data and gain real-time insights across all customer contact channels. AI can recognize trends of infrequently asked questions and provide relevant answers to customers quickly and efficiently. AI can highlight key customer information and make it available to the help desk agents to be more strategic so that they can work smarter. Data-backed strategy and actionable insights help marketers enhance customer engagement drastically.
Integrating artificial intelligence customer experience technologies is enabling companies to stay ahead in the marketplace. AI is an essential tool to unlock a competitive edge and deliver business value. Here are 6 AI technologies to improve CX.
AI-powered chatbots use Natural Language Processing (NLP) to simulate conversations like humans. AI enables bots to intelligently answer complex queries. It learns from every conversation with the customer and uses data to improve the quality of response. The continuously learning capability of AI chatbots makes it a useful tool. As they experience new situations they can become smarter with time. From sentiment analysis to make predictions about the requirements of the customer over a particular channel, AI chatbots provide an enhanced customer experience.
AI chatbots are text- or voice-based interfaces. Strong chatbots can simulate a person-to-person conversation with the customers. You can deploy it on websites and social media channels for better customer support and outreach. As the customer navigates through your website, the chatbot can make itself available to enable the user to present their query. The NLP feature enables the bot to recognize the intent of the message and carry out the search to provide relevant answers. Chatbots are valuable for both businesses and consumers.
AI assistant is an application program that understands voice commands. It can process natural language voice commands and complete tasks. It utilizes dynamic conversation flow techniques to understand human intent and facilitate better communication with humans. Virtual assistants can provide real-time support to the customers. As digitization is increasing, most of the customers find it difficult to navigate through all the functionalities. It can act as a barrier for the customer to access your brand effectively. Virtual assistants can simplify the customer’s experience and enables businesses to effectively connect with customers.
Voice and Visual Search
With the growth of voice recognition and machine vision technologies, it has redefined e-Commerce. Instead of endlessly browsing, users are now switching to a more user-friendly approach. AI-powered voice assistants and visual search has amplified the shopping experience of users. It assists the user in their purchase journey and finds information easily before making the final purchase. Voice search also enables customers to multitask which is increasing its appeal in the commercial market.
Personalization in customer experience involves designing products and services to meet customer’s requirements. Companies can achieve personalization through quality data. Effective data management helps to understand what the customer wants from a particular brand. AI can gather data from all sources respectfully and ethically. It can provide advanced, real-time personalization to trigger contextually relevant communications. Personalization helps to gain insights into customer preferences and intent to offer them tailored experiences.
Automation helps to provide 24/7 assistance to customers and reduce the cost of human support representatives. Automation is used in the help desk to classify tickets, automate common, repeatable tasks, and human errors and inconsistencies. Automating call notifications, SLA escalations, and call resolution emails help to keep the customers informed with minimal human assistance. Automation enables the service desk agents to give faster responses devote their time to complex tasks that require immediate attention. It also improves user communication, automated notifications and alerts help to keep customers informed about the ticket progress.
Affective computing is an emerging technology. It enables systems and devices to recognize, interpret, process, and simulate human affects. Affective computing can recognize human emotions to better augment the engagement process with customers. Affective computing is the future of customer service. Also known as Emotion AI, it can offer suggestions about handling customer calls by figuring out speech patterns during the conversation. It can also be deployed for intelligent call routing, and measure the efficiency of calls by leveraging voice analysis to assess customer satisfaction level. Companies can use this data to improve customer service and engagement levels even if they do not gain first-hand feedback from the customers. Most effective computing systems use labeled training data to enable machines to identify emotions in speech or videos.
These are some of the innovative AI technologies which companies can use to improve customer experience. As machines are getting smarter each day, it is enabling organizations to align their marketing strategy to improve customer journey and experience. It helps companies to develop a proactive approach and deliver the best services cost-effectively and efficiently