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If you think about it, we constantly interact with AI, even if we don’t realize it. When we use a voice assistant like Siri or Alexa, we are asking them to perform tasks for us that are powered by AI. When we use our GPS to get directions, AI is at work. And when we browse the Internet, AI is being used to recommend content and products to us.
In our personal lives, AI is also becoming more prevalent. Dating apps are using AI to recommend potential matches to users, and many social media platforms use AI to curate content based on our interests.
No surprise that businesses are also looking into AI to improve their customer experience. After all, customers are the lifeblood of any business, and happy customers are more likely to come back and spend more money.
What is customer experience?
Customer experience is the way a customer perceives their interactions with a company. It encompasses all aspects of the customer’s journey, from first becoming aware of a company or product, to using it, making a purchase, and after-sales service. A positive customer experience can result in customer loyalty and advocacy, while a negative experience can lead to customers taking their business elsewhere.
Delivering a good customer experience requires companies to have a deep understanding of their customers and what they value. This means having systems and processes to track and measure customer behavior and feedback and using this information to improve the customer experience continuously.
Creating a positive customer experience is a complex challenge but one that can be hugely beneficial for businesses. Many factors contribute to customer experience, including a company’s branding, website design, customer service, and product quality. AI is one of the fastest-growing trends in enhancing customer experience.
Here are four ways that businesses can use AI to improve customer experience:
1. Using chatbots
There are a number of ways businesses can use AI to do this, but one of the most common is by using chatbots. A chatbot is a computer program that simulates human conversation, typically through text or voice chat. Chatbots are used in various applications, including customer service, marketing, and product recommendations.
For customer support, it's a real advantage to implement chatbots. First, they are available 24/7, which means that customers can get help whenever they need it. Second, they can handle many repeating and easy queries at the same time, which frees up human customer support agents to deal with more complex issues.
Finally, chatbots can be programmed to provide personalized service. For example, a chatbot can remember a customer's purchase history and recommend products they might like.
2. Let your agents grow
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One of the less known AI functions is agents' coaching. Usually, training and coaching customer service agents take much time and human resources, like coaches and QA managers, to prepare the analysis and coaching materials. And of course, that's expensive.
AI can automate the coaching flow and pre-select the best examples of conversations or parts of the conversations that can be used later for training purposes.
Additionally, AI platforms analyze your agents' performance and provide you with the areas and skills for every agent to improve. Is this agent bad at starting conversations or cross-selling, or showing empathy? Let AI figure it out and send valuable examples of top-performers to the agent to learn from.
How will this affect your customer experience? Your support team will get better, making the customer journey smoother and the clientele more satisfied.
3. Collect customer feedback
Another way businesses can use AI to improve customer relations is by collecting customer feedback.
There are several ways businesses can collect customer feedback, but one of the most effective is through surveys. Surveys are a great way to get customers to provide detailed feedback about their experience with your business.
The problem with traditional surveys is that they can be time-consuming and expensive to administer. And that's why you need AI.
The AI market offers a wide range of tools businesses can use to collect customer feedback. These tools can automate the survey process and even analyze the results for you. This means that companies can get insights from surveys quickly and easily, which can help them make improvements to their products and services.
4. Offer personalized recommendations
Another way businesses can use AI to improve customer experience is by offering personalized recommendations.
We already see this in our personal lives with recommendations on social media and online shopping platforms. And many industries are now starting to use AI to offer personalized recommendations to their customers.
Businesses can use AI to collect data about their customers' likes and interests. This data can then be used to offer customized recommendations to customers.
AI collects and analyzes customer data more effectively to identify patterns and trends; it addresses customer needs and anticipates their next move. For example, a business might use AI to recommend products to a customer based on their purchase history. Or a business might use AI to advise a new service to a customer based on their customer profile. This allows you to
- provide a more seamless and satisfying customer experience;
- improve your products and services;
- make your customer experience more personalized and relevant
Conclusion
Today customer experience and satisfaction are a leading concern for companies. In a world where customers are increasingly demanding and price-sensitive, businesses need to find ways to differentiate themselves and provide an exceptional customer experience. One way to do this is by harnessing the power of artificial intelligence (AI). AI is starting to have a significant impact on the way businesses interact with customers. And while there are many ways companies can use AI to enhance customer experience, the four ways discussed in this article are some of the most effective.
If you're looking for ways to boost customer experience, we can tell you more here about how to start.