AI, being one of the leading trends in technology, has continued to gain immense popularity for marketers as well as sales professionals and has grown to be an integral tool for brands that wish to serve their customers a hyper-personalized exceptional customer experience. The readiness of AI-driven customer relationship management (CRM) and customer data platform (CDP) software has brought AI to enterprises without high costs that were previously associated with the vintage technology.
AI has many uses for enterprise businesses and in this article, we will discuss 4 ways how AI improves customer experience.
1- Better Customer Understanding Facilitation
The combination of AI and machine learning for surveying social, historical and behavioral information enables brands to gain a much more correct understanding of its customers. AI is continuously learning and upgrading via the data it analyzes and is able to anticipate customer behaviour. This leads to brands providing highly relevant content, increasing sales opportunities and improving a customer’s journey. For delivering truly excellent user-centric experiences, all customer-driven business units like sales,marketing and customer service should work together by efficiently using AI tools for common goals. Through this, AI has the potential to help brands connect with users on a personal note, thus accelerating loyalty and securing trust not just for now but also for the post-pandemic time. CRM platforms like C2CRM, Salesforce, Zoho have integrated AI to provide functionality which includes real-time decisioning, predictive survey, conversational assistants and other functionalities that sales teams understand their customers seamlessly.
2- Real-Time Decision Making and Predictive Analysis Behaviour
The ability to make a decision based on the most recent data available, such as information from a current interaction with a customer and a business, is known as real time decisioning. It can be more effectively used as a marketing tool for customers. Personalised recommendations used to provide more relevant content to the customers can be driven by AI tools and real time decisioning for recognising and understanding a customer’s intent via the data they produce, in real-time.
The process of working with statistics, data mining and modelling to make predictions is termed as predictive modelling. As AI is able to analyze large chunks of data in a very short period of time, it takes the help of predictive analysis to produce real-time useful insights that guide the following interactions between a customer and a brand.
AI and predictive analytics go hand in hand providing deeper perceptions into what has already happened and what can be carried out to facilitate a sale through recommendations for related products and accessories.This makes the customer experience more appropriate which is likely to generate more sales through an emotional connect of the brand with the customer.
3- AI Chatbots
Chatbots are the leading application of AI being applied in today’s world. AI enabled interactions with businesses, including chatbots, digital assistants, facial recognition and biometric scanners. Modern businesses should see chatbots not as a complete replacement for humans but rather as a supplement to the human workforce which will help the employees to be as efficient as possible. Perhaps, enterprises should strike the right balance between self-service and human interaction to deliver the most convenient experience possible. For example, AI-enabled chatbots are a valuable tool that can save a business’s capital while also allowing customers to take care of minor issues in their own time. A chatbot should be given a select number of topics such as invoice management, order tracking and account management. Intelligent virtual concierges and chatbots instantly greet the customers, answer their queries and carry out the required processes and if needed connect them to agents with all of the data they’ve collected over the course of conversation.
4- AI for Hyper-Personalization
When it comes to hyper-personalization, AI and real time data delivery concepts help it to give specifically relevant content to customers. Brands and consumers are embracing conversational AI because it gives personalized experiences that are quicker and convenient as compared to traditional ways of interactions with businesses. Waiting on hold for a phone call or clicking through tons of pages to find the right information is draining for consumers. Alongwith with more tailor-made experiences, AI can also help eliminate the pain points in the user’s journey. A giant source of frustration for the consumers is repeating information they’ve already shared which basically includes re-confirming a phone number or having to explain a problem to multiple agents. As brands adopt AI tools, conversational AI connects to conversation histories, customer’s previously recorded and stated information.
Final Thoughts!
Artificial Intelligence is not the boogie-man in sci-fi movies which used to scare people nor it is the job killer that will make the employees worried about. It provides many valuable business opportunities. By leveraging AI to understand the consumers better, the customer journey can be improved through all touchpoints and across all channels.