A shift is underway in the contact center industry as customers derive both power and…
- Customer Experience
- CX Strategy
How AI Can Help Improve Customer Experience
- Sage Johnson
- 11 July 2022
Artificial Intelligence (AI) is helping to increase efficiency, conversions, customer satisfaction, and retention for companies. This is expected to increase in the coming years as AI technology continues to evolve. In fact, according to Clever Trap, AI has the potential to increase corporate profitability by an average of 38 percent by 2035. In this article, we explore the ways AI can help improve customer experience and business productivity.
Increasingly, customers want to communicate with brands through various channels such as chat, email, phone, and social media. With the help of AI technology, omnichannel capabilities allow a company to unify these disparate channels so they work together to provide customers with a seamless experience.
Enhanced Marketing Abilities
In addition to helping improve customer experience, AI can also enhance companies’ marketing efforts and boost marketing efficiency:
- With the help of AI, a company can find and segment their target audience based on factors such as behavior, psychology, and demographics.
- By understanding the various segments and what desires drive them to make purchases, a company can target each segment with different messages to make marketing more effective, driving more clicks and conversions.
Customers are increasingly using chatbots powered by AI to quickly get their questions answered about company products or services and other FAQ’s such as business hours. Chatbots can also help to upsell products and help customers based on products they have searched for or viewed previously.
In addition to increasing efficiency for customers and saving them time, chatbots also do the same for businesses and help them qualify leads through automated lead qualifying questions. This process helps ensure a product or service is the right fit for a customer before they get on a call or talk to a sales representative.
AI not only helps customers with shopping and customer service, but it can also help to prevent issues before they happen, which increases customer satisfaction. It also helps to reduce the number of times customers need to contact a company to get help with issues. Here are some ways companies can be proactive using AI:
- Alerting customers about delays.
- Letting customers know when their product or service is about to run out or a payment is due.
- Alerting customers that a product they were interested in is back in stock.
- After a customer receives a product, sending them a message about how to use it.
Customers prefer to have personalized shopping and customer service experiences. According to Netomi, 80 percent of consumers are more likely to purchase from a brand that provides personalized experiences. For example, Netflix uses AI to analyze huge amounts of data to present a different home screen to each viewer based on past viewing behavior and audience segmentation.
In this example, AI technology helps customers see more of the products and services they are interested in, saving them time from searching.
Enhanced Customer Service by Employees
In addition to helping customers, AI also helps support live contact center agents. Since AI technology does not need time off, can learn fast, and works consistently without errors, it allows live agents to focus on solving problems that require human involvement. A company that balances AI technology and the services of live agents can benefit from having more satisfied customers and a more successful business.
To learn more about introducing and leveraging AI in your contact center business for greater customer experience, contact us.
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