Artificial intelligence is going to play a massive role in the near future with regards to customer experience. It offers a far greater range of features and functions which could be implemented widescale across many aspects of a business to improve the customer experience.
Key points of the potential applications of AI in CX include:
- Personalisation: AI allows businesses to personalise interactions with customers by using data analytics to monitor their preferences, behaviour, interactions and time spent on individual products. This allows for tailored recommendations, targeted marketing, personalised offers and many more; all leading to a greater CX.
- Chatbots/Virtual assistants: AI operated chatbots would be able to provide instant, round-the-clock customer attention. This could be used to handle various tasks, such as handle simple product queries or troubleshooting issues, rather than someone have handle it. By reducing the time taken by live agents to answer simple queries, it would be able to give the agents more time to respond to more sophisticated problems, thus reducing wait times and improving the CX.
- Automation: Simple, repetitive tasks and processes would be handled by AI, allowing organisations to streamline their workforce, improve the efficiency of their tasks and reduce potential mistakes that could happen, all improving the CX.
- Sentiment analysis: AI techniques may be used in order to analyse customer feedback, reviews, general social media interest to gauge sentiment. By understanding feedback and the public opinion, those reviews could be used to identify areas in the business which are lacking, or to address concerns so that the overall CX is improved.
- Predictive analytics: AI algorithms can analyse large datasets to predict customer behaviour and their preferences. This would be a great asset to a company as the algorithm would be able to predict what potential the needs the customer may have and anticipate issues which may arise so that a more timely solution can be delivered. The algorithm may also be purposed to track a customer’s past orders/history and proactively reach out to customers to offer the products or sales as a reminder, enhancing the company’s sales and boosting the CX.
Overall, integrating AI into CX strategies provides businesses a route to create and promote more personalised, efficient and proactive customer experiences, which in turn would lead to increased customer satisfaction, loyalty and long term success.
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