4 WAYS CUSTOMER EXPERIENCE WILL BE REDEFINED BY AI IN THIS DIGITAL ERA
Machines are getting more intelligent every day, and AI is no longer part of Science Fiction. Businesses across the world are exploring new ways in which they can leverage AI to enhance engagement and customer experience significantly. According to a Microsoft feature, “By 2025, 95 percent of all customer interactions will be through channels supported by Artificial Intelligence (AI).”
Before we continue, we need to realize that humans and AI will always be around. We are interdependent, and, like it or not, there will always be a place for both in this digital era.
How can AI improve customer experience?
1.Better Customer Insights
Customer experience is a competitive driver for business growth, and data insights become one of the primary sources for enhancement in customer experience. However, data gathered on customer experiences are often unstructured and messy, complicated by the factor that customer behavior can be unpredictable. Normally, it would take a huge amount of time to manually analyze the numbers and extract behavioral patterns. But on the other hand, AI can do it quicker and with more precision.
2.Focus on Personalization
Using AI and machine learning for collecting and examining social, historical and behavioral data empowers brands to gain a more accurate perception of its customers. Artificial Intelligence enables businesses to display the relevant content based on the user’s previous interaction with the firm. Personalizing your customer experience with the help of machine learning and predictive analytics will significantly affect your brand image.
The use of chatbots for customer queries is trending these days. Chatbots combine location-specific requests to detect common issues easily, identify patterns, and predict what’s causing problems for a certain user.
4.Increase Employee Efficiency
Chatbots solve common queries and transfer any queries that they cannot deal with to the customer support team. This is not about replacing employees with AI, but rather it shows how AI can make a business’s life easier and ensure its employees will never feel overworked and burned out.
With the advancement in technology, AI is becoming more productive and less costly. Undeniably, Artificial Intelligence has affected every aspect of business, especially customer service. In the paradox of Artificial Intelligence vs. Human Intelligence, AI has many benefits for improving customer experience through every stage of the customer journey. So, to keep competition in the rearview mirror, the time has come to develop a plan on how you can leverage AI for better customer experience.