AI in customer experience is the latest and most effective way to foster your customer interactions.
Imagine you are having a tea-time conversation with one of your colleagues in your office about Netflix shows. Your friend suggested some of her favorite psychological thrillers to you. After work, when you reach your home, you randomly take Netflix to binge-watch something. There it is! Netflix is now suggesting all the best psychological thriller series one by one to you.
Ever wondered how your mobile phone is showing the exact things that you speak of? Or sometimes even etch a thought from your mind and present it to you?
Let’s take the example of Netflix itself. OTT platforms like this use AI-driven recommendation algorithms to predict what you want to watch next. It’s like a digital movie assistant we have. Everything from your viewing history, search history, genre preferences, and the time you are most likely to watch something is recorded. Based on this, these platforms prepare a curated list of movies/series and you can’t resist but watch it.
Seems interesting, right? Well, read more to learn how you can level up your customer experience and gain loyal customers. It is all smart work rather than hard work.
AI and Automation in Customer Experience
Artificial intelligence in customer experience refers to using advanced algorithms and machine learning to predict customer needs in real time. AI has the ability to process vast amounts of data and recognize various patterns to make fruitful decisions for your business.
Automation in customer experience refers to the use of technology to perform various tasks without human intervention. This can include sending auto-generated emails immediately after purchase, routing customer issues to the right department, and triggering customer experience surveys.
In customer service, AI is used to answer frequently asked questions, suggest solutions for simple issues, and provide personalized recommendations. This will automate a huge part of your customer-related service and is less time-consuming.
Examples of AI-driven Tools For Customer Experience
AI survey tools are transforming the way businesses gather, analyze and act on customer feedback. You can create smart surveys, analyze the responses instantly and gain valuable insights with these tools.
Chatbots use AI to interact with customers through chat and make the conversation engaging and as interesting as possible. It is usually integrated with websites and apps to provide 24/7 support for the customers.
Virtual assistants like Alexa, Siri, and Cortana act as your personal assistants to manage your daily tasks, and appointments, and make purchases over a voice command. These assistants interact with customers on a daily basis to give the best experience.
These tools help to identify the sentiments of a customer from their feedback. They note certain words in the review submitted by the customer and analyze the reason behind using such words. It helps in giving the best-suited replies and solutions.
Artificial intelligence is integrated into CRM systems to automate the workflow and reduce manual labor. These platforms automate lead scoring, customer segmentation, and forecasting. Customer service teams can provide a personalized experience for the customers using such tools.
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Voice of Customer (VoC) Analytics
VoC analytics tools help to predict customer expectations regarding the company’s products or services. Businesses can understand customer preferences and needs in real time and act instantly upon them.
The Benefits of AI and Automation for Customer Experience
24/7 Availability
AI enables businesses to offer customer service around the clock. The best part about it is that wherever your customers are AI never fails to address their concerns. It does not require any breaks or sleep. Also, you don’t have to worry about working night shifts for your customers from different time zones. AI handles it all efficiently. Remember what we discussed in the beginning? Smart work rather than hard work, as simple as that.
Personalization at Scale
Do you know your customers show so much loyalty when they feel they are valued? And sometimes companies struggle to find what works best for their customers. But not AI, folks! Artificial intelligence excels at analyzing vast amounts of customer data simultaneously to deliver highly personalized experiences.
For example, a fashion apparel company uses an AI survey tool to conduct color analysis quizzes for their customers. The customers can take this quiz and understand what colors best suit them. The company can analyze the results in real time and give personalized recommendations to each customer. How cool is that?!
Efficiency and Speed
Automation in customer experience can reduce response times and improve the overall efficiency of your customer service operations. You can use AI to automate the tasks that are recurring such as processing orders, sending confirmations, answering FAQs, or handling simple troubleshooting issues. It fastens the process and reduces human errors. Your business can handle a large volume of customer interactions easily in minimum time and with maximum output.
Consistency in Service Delivery
Consistency is key. Or is it communication? Let’s say the door to better customer experience can be opened by these two keys. AI ensures that customers receive the same level of service across different touch points like via a chat, SMS, social media, or phone.
For instance, these days brands use this or that questions to engage their customers over social media and keep them informed about their services. Thus using AI, you can maintain a consistent brand voice through all your customer interactive platforms providing more engagement and sales.
Real-world Applications of Using AI for Customer Experience
IKEA’s Virtual Room Planning
Who doesn’t feel like a visit to IKEA when you are planning to renovate your space? But what if IKEA brings itself to your home? This home furnishing supplies company came up with a virtual room planning option so that customers can design their homes at their convenience.
Deep Brew by Starbucks
Starbucks introduced an AI-driven platform called Deep Brew to automate time-consuming tasks like managing inventory, preventive maintenance, and improving drive-thru experience. This technology can suggest the most desired menu for their customers by learning their previous orders, tastes, and preferences.
Leveraging AI for Deeper Customer Insights
Building on the real-world applications of AI, businesses are increasingly using AI-driven tools to enhance their qualitative research efforts. For example, with regard to qualitative research questionnaires, it is possible that artificial intelligence can facilitate the accurate analysis of a survey by automating distribution to target populations.
Besides saving time, such a strategy also offers an in-depth understanding of consumer behavior. In particular, through interpreting open-ended responses, AI tools can help in recognizing patterns and sentiments that may be ignored during manual analysis.
In conclusion, integrating Artificial Intelligence into customer service can better comprehend customer feedback and make well-judged choices to enhance customer experience.
