Customers are the backbone of any company. Whatever products you make, services you offer, or revenue you generate, it’s all because of your loyal customers. Which is why, enhancing the customer experience has become a priority in this digital age. By adopting modern technologies and artificial intelligence for customer experience improvement, your company can gain an edge over competitors.
Today, customers have different options for buying a product or service. What makes them stick with a specific product or brand is the kind of customer service your company provides and how well you can take care of customers’ queries. With AI finding increased implementations in our daily lives, it is becoming more than a necessity to leverage it for improving customer relationships.
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What is Artificial Intelligence for Customer Experience and How Does it Work?
There is a difference between customer service and customer experience. AI for customer experience makes use of technologies like deep learning, machine learning, and natural language processing to understand customer interactions better and keep them satisfied.
Solutions like AI chatbots, smart messengers and more help in creating a positive experience for the customer. They can solve their queries quickly without waiting for a service representative to become free. Customers can even try out clothes, sunglasses, or other accessories on a virtual avatar to gauge how it would look on them in reality.
How Can AI Improve the Customer Experience?
Providing Personalized Experiences
An e-commerce website sorting through thousands of shoes to show the one you are most likely to buy is one of the best examples of using artificial intelligence for customer experience enhancement. People are more likely to buy products from a brand or seller who takes the time and effort to give them a personalized experience rather than a business that has a one-size-fits-all approach. For instance, a person who likes rock music will not only appreciate a streaming service’s offering of a personalized rock music playlist for him, but also recommend it to other people as well.
Prompt Query Resolution
Imagine a customer visits your website for the first time and faces difficulty in navigating through it. Just before he is about to give up and move on to another website, a pop-up appears asking the customer what they are looking for. This small step can do wonders for keeping people on the website and turning them into customers as well. AI chatbots can be very helpful in helping customers find what they are looking for, solve their queries quickly, resolve issues, or even accept returns without any hassle.
Targeted Ads
No matter what your product is, it can be impossible for you to sell it to someone who has no need for your product. But how will you identify who wants to buy your product? With the help of AI. Machine learning and deep learning technologies can study past customer behaviors and shopping preferences to understand whether they are a potential customer or not. This allows you to create targeted ads for people who have a bigger chance of converting and will also prevent you from spending too much on wasteful marketing campaigns.
Provides Round the Clock Support
You can’t employ a person to sit all day in front of the computer and answer customer questions. A pre-programmed AI, however, has no difficulty in staying up all day. Scaling the customer support service across chat, email, messaging, voice, and other services allows you to provide 24/7 service to your existing customers as well as potential ones.
Accurate Price Comparison
There’s no feeling worse than buying something from one site and then finding out that it was being sold for less on another site. Fortunately, there are several apps and websites that have emerged in the past few years that can compare a product’s price on different portals and show the customer the best place for saving money. This can be done for services, tickets, restaurant prices and more.
Proactive Service
Fixing something after it is damaged is generally how the world goes. But with advanced AI technologies, companies as well as customers can anticipate issues before they crop up. Informing a customer that their parcel will arrive late a couple of days before, sending them SMS warnings that their flight is about to board or depart, alerting the users that their printer cartridge is about to run empty, are the perfect example of proactive service using AI.
Wrapping Up
Using artificial intelligence for customer experience is not a brand-new idea. Companies have been working on developing newer ways to connect with customers and increase revenue using AI solutions for quite some time now. Big companies like Netflix, Amazon, YouTube and more invest heavily in knowing more about dynamic customer demands and their needs, which reflects in their final business decisions as well as products. So, it’s time that you too embrace AI for better customer experience.