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AI, AI, Captain! Sailing Towards Better CX with Artificial Intelligence

 & Babu Natchiar

“Being an introvert is not easy, and I hope many of you understand that it is not easy for introverts like me to interact with people. For example, ordering a chicken teriyaki sub takes us a lot of rehearsals, yet we manage to blabber at the order counter. So talking to customer service executives is indeed a nightmare, and this is where AI comes to the rescue. Thanks to chatbots, I can raise a complaint about my UberEats orders without having to talk to anyone and subsequently without getting anxious. AI plays a huge role in helping customers, and it is something CX leaders should capitalize. For example, KFC has joined hands with Baidu to utilize facial recognition that predicts what food the customers want based on their age, gender, and mood. Amen to that!”
An Introvert

Leverage AI To Deliver Better Customer Experience

Artificial Intelligence (AI) is the wave of the future, and it’s slowly working its way into our daily lives. It’s only a matter of time before you’ll start seeing it incorporated into your business. The world of Artificial Intelligence is exploding, and with it, the possibilities for improving customer experience are getting bigger. It’s not just about search, social, or chatbots; AI is everywhere, including your website, apps, and even your email.

What does the modern customer want?

‘Seamless’ is the one word that simply explains the expectations of modern customers. Be it chat support, email, or any interactions, customers expect it to be smooth and on point.

The radical adoption of digital technology in the last decade resulting in businesses having multiple touchpoints has made personalization a key customer expectation. “Ask and you will receive” may not hold true in the contemporary business world as customers expect businesses to know what they want without them asking for it; and this is where CX leaders can leverage AI.

AI can gather rich customer data insights

Artificial intelligence makes it easier for companies to understand their customers more deeply. For example, e-commerce businesses use AI to predict customer preferences by analyzing past behaviours and purchase histories. You can then use this information to create targeted marketing campaigns and product recommendations. Many companies are already using AI to understand their customers. Amazon, for example, uses machine learning algorithms to predict what products customers are likely to buy based on their past behaviour. Netflix also uses AI to recommend content to its users.

Leveraging predictive analysis for personalization

Personalization is a crucial component of marketing that helps you connect with your audience and keep them engaged. It’s about delivering the right message to the right person at the right time. But the challenge remains: how can you personalize in a simple, automated, and scalable way?

That’s where AI predictive analysis comes in. AI predictive analysis is a machine-learning technique that allows you to use past data to predict what will happen in the future. This data can then be used to predict customer behaviour and formulate personalized business decisions that are inexpensive and efficient.

Enhancing customer experience with AI chatbots

As AI chatbots become more advanced and better able to understand human conversations, they are increasingly used to enhance customer experiences. By automating simple tasks and providing instant, personalized support, chatbots can improve the customer experience while freeing human customer service representatives to handle more complex inquiries. In addition, chatbots can collect data about customers’ preferences and use that data to create a more personalized experience for each individual. Chatbots are very efficient. They can handle multiple conversations simultaneously.

AI Voice assistants impact businesses

Nearly 30% of U.S adults use voice assistants, and that number will only grow. As AI voice assistants such as Amazon’s Alexa and Google Home become more prevalent in people’s homes, businesses are starting to take note of the opportunities these devices present.

On average, 80% of consumers who have shopped using their voice assistant are satisfied. This gives businesses a unique opportunity to connect with customers more personally and create a deeper connection with them. Additionally, AI voice assistants are changing the way companies collect data.

AI can provide unified omnichannel customer support

AI-enabled customer support can provide a unified experience across all customer touchpoints, including the customer’s interactions with the company on their website, social media, phone, chat, and email. This would be a massive improvement over the current system, where customers have to contact the company in different ways for various issues.

AI can provide a unified customer experience by automatically routing and escalating customer support tickets, giving personalized recommendations, and anticipating customer needs. Research by Deloitte shows that 73% of AI adopters believe AI is “very” or “critically” important to their business. This number will only increase as AI becomes more sophisticated and businesses realize its potential for improving customer support.

AI can reduce customer churn

AI can identify which customers are most likely to churn and take steps to prevent it. One company that is using AI to reduce customer churn is Netflix. Netflix uses a machine-learning algorithm called the “Netflix propensity model” to predict which customers are likely to cancel their subscriptions. Netflix also uses AI to recommend new shows to its customers.

AI has great potential to reduce customer churn by understanding customers’ behaviour and preferences and then providing them with a personalized experience tailored to their needs. A report by Capgemini revealed that 54% of customers said they have AI-enabled interactions with businesses every day, and 49% of those customers found AI interactions trustworthy.

Takeaway

Artificial intelligence doesn’t need sleep or lunch breaks. This means that as long as it is programmed correctly, it can work around the clock to provide your customers with 24/7 service, which helps them feel confident that they won’t have trouble getting help if they need it.

The AI-driven approach is making data more accessible to be used by customer experience professionals who aren’t necessarily data scientists and don’t have time to spend writing code. Instead of spending hours trying to dig out the information they need from a spreadsheet full of raw data, customer experience professionals can now use AI-powered tools to identify exactly what they’re looking for in seconds. 

Are you a CX leader? We’ve got something really exciting for you.

The latest edition of the #LVRoundtable is here.

LatentView Analytics Roundtable Series is returning to San Francisco – bringing together a vibrant community of business and digital analytics leaders!

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