Artificial Intelligence (AI) has been taking giant strides in every industry and is likely to hit the $110 million mark by 2024. With customers being at the crux of everything, artificial intelligence for customer experience has become more than a “nice-to-have” feature. Technologies like machine learning, big data analytics, natural language understanding, and more are being used to serve customers better, resolve queries quicker, receive feedback and gain the trust of customers.
How artificial intelligence is creating a better customer experience
AI makes use of computing prowess and advanced technologies to perform manual tasks efficiently and with improved accuracy. Some of the ways AI is enhancing customer experience are:
● Creates a personalized customer experience
Every customer is different and having a “one-size-fits-all” approach isn’t going to work, especially in this modern age when customer demands are forever changing. With the help of AI and advanced data analytics, curating a personalized shopping experience has become easier than ever. Machine learning can analyse customer buying behavior and interactions to show content that is most relevant to them. Shopping websites showing options like “Customers also bought” and “You may also like” is a prime example of this tailored approach to improve customer experience.
● Resolves customer queries promptly
The sales cycle doesn’t get over after a successful sale. After-sales support and resolving customer queries is also an important part of the job. Customers regard quick response and query resolution as paramount to their decision in doing business with that company in the future or not. By implementing artificial intelligence for customer experience and using AI- driven chatbots, customers can get answers to frequently asked questions, initiate a return, file for a membership, or more. Since the chatbot is available 24 hours a day, every day, customers get instant replies to their queries, sometimes without the need for human interaction. Not only does this reduce labor costs but enhances the customer experience as well.
● Anticipates risks and reduce the hassle of returns
AI also helps in proactive customer service by anticipating and resolving issues even before a customer is aware. Examples include notifying the user if their flight is delayed or canceled if their package will be arriving late when it is time to fill up the inventory and more. This eliminates the need for a user to contact the company for resolving any issues. With predictive analysis based on items in the cart and user behavior, AI can make returning a product hassle-free. If the customer is unsure about what sized shirt they want, chatbots can pop up to help the customer in making the best decision and avoiding costly returns.
As per a Gartner, Inc. poll, around 75% of organizations will either continue with their existing AI ecosystem or will begin new initiatives when this pandemic ends. Businesses are realizing the benefits of implementing artificial intelligence for customer experience and are using innovative solutions for increasing their revenue and customer loyalty.
Published by alinamass