When used correctly, AI can make a real difference in the way customers experience your brand. This technology combines information and data to recommend products based on the attributes of each customer. As it improves the overall customer experience, it can also help you improve products and their features. Here are a few ways AI can improve the customer experience. Hopefully, one of these examples will spark your own curiosity about this emerging technology.
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Unifying data
By connecting your data from multiple sources, unified data can improve your customer experience. This will enable faster checkout and avoid mistakes. You’ll be able to keep up with customer preferences, and you’ll be better able to serve them. Combined data will give you the power to reach more customers and grow your business. So, why is unified data important? Let’s take a look at some of the most compelling reasons.
The benefits of unifying customer data are numerous. For starters, it will give you a 360-degree view of your customers. With all this information connected, your brand will be able to create a personalized experience for every customer. After all, no one can do that if you don’t know what your customers need. Identifying the ways that your brand interacts with customers is the first step. Next, look for ways to measure these interactions.
Automating routine tasks
Automation can be an effective tool for customer-facing teams. Routine tasks can be automated, freeing employees for more important tasks. These automated tasks can also alert customer support to follow-up requests, closing the loop with customers. Automation has many benefits. The company can save time by eliminating duplication and improving customer service. Here are a few ways it can improve customer experience:
High-quality customer service is essential for any business. It’s critical to understand the needs and wants of your customers, and providing great service is no easy feat. Yet, 86% of buyers would be willing to spend more on good customer service. Automation can help you free up your employees’ time for more critical tasks, such as providing better products and services. Automating routine tasks can also boost your team’s productivity.
Scaling
With AI, organizations can scale new experiences and capabilities, improve agent response times, and increase the accuracy of their answers. These tools can help organizations achieve their SMART goals by improving customer satisfaction and loyalty. AI can also reduce the number of queries handled by human agents, and augment agent responses. These capabilities are critical for scaling operations and meeting company growth goals. AI can help companies integrate employees and AI to provide a more personalized and efficient customer experience.
First, AI can analyze unstructured data sources, like social media. For example, a luxury car brand that cares about customer experience may want to know how its customers feel about its product. A consumer may rate a luxury car based on the creature comforts and engine power, but AI can determine a person’s view of the brand by reading comments from users. This information is valuable for improving the customer experience, identifying gaps in the customer’s journey, and adjusting products and services to meet those needs.
Embedding
Embedding AI into a company’s business processes can lead to a measurable improvement in customer experience. For example, a leading bank used AI to identify key areas for customer service improvement. They then launch a test initiative to improve the onboarding process and determine the impact and ROI. They found that many customers were calling for support during the onboarding process, resulting in a lower NPS rating than expected. The bank investigates the root cause of this customer experience issue to ensure a better customer experience.
AI can also interpret unstructured data, such as the social media comments made by customers. When a luxury car buyer complains about creature comforts and engine power, the company will want to know how these customers feel about the brand. Artificial intelligence can recognize this sentiment, and use it to derive deep insights into what customers really think about its product. By incorporating AI into a company’s business processes, it can make the difference between losing customers and gaining repeat business.
