The Role of AI in Delivering Better CX

4 Mins read

Enhancing CX with AI-Powered Technologies

Believe it or not, artificial intelligence (AI) has already made its presence felt in a big way amongst businesses. The goal is to address the evolving needs of organizational operations in ways that were never before possible. Therefore, it does not come as a surprise that more and more companies are leaning towards getting on board with AI. More so, when it has everything to do with enhancing customer experiences.

Is AI the Right Solution?

As a business, you want to ensure that you are investing your time, money, and effort into developing the platform that best serves your customer needs. But how do you know for sure? Conduct an NPS survey regarding your current practises to gauge how happy the customers are currently.

There are several ways that you can do this if you do not have prior experience. Several NPS solutions can be accessed online. NPS Survey software is similarly reliable when it comes to providing accurate outcomes.

Based on the results of your survey, you will be in a better position to decide whether your business requires AI or not. What you do have to consider is that embracing change is important to the evolution of all businesses. Thus an investment in AI technology is worthwhile considering the impact it has had on how business is conducted.

Recent studies point towards AI’s most significant impact being on the CX arena. The research states that “When AI is present, half of (49 percent) consumers are already willing to shop more frequently, 34 percent will spend more money and 38 percent will share their experiences with friends and family.”

The report concludes on a note that while AI may be a difficult concept to grasp for consumers up until some time ago, almost 83% of participants surveyed stated that they were open to shopping with a business that used chatbots or any other form of AI-powered channels.

No wonder that the AI market is to surpass $100 billion by 2025.

Where Are Businesses Investing to Deliver Better CX?

To generate more relevant customer experiences, businesses are heavily depending on AI-powered tools. Here’s why:

Offering Seamless Yet Relevant Experiences:

If implemented flawlessly, customers when engaging with companies that are using AI correctly will not even know that AI is running the show behind the curtain. Advanced artificial intelligence has the potential to allow customers to feel that they are making their choices. However, in reality, it is machine learning, intelligent algorithms that are progressively handling those decisions.

As long as customers can access pertinent information that is relevant to their needs, they will keep interacting with the platform, thus generating more accurate customer insights.

Opening New Avenues of Custom-Designed Experiences:

Today, personalization is what draws your customers to you. With AI tools like fingerprint and face recognition to place orders, gain access to devices, or even converse with chatbots using voice detection. AI has opened up a world of custom-designed opportunities that can allow businesses to create a more collaborative, personalized customer experience.

Complementing Service Environments:

A lot of businesses feel that AI is the replacement for human intervention. It is, in reality, quite the opposite. The AI scenario is designed to complement human efforts that enhance the end customer experience.

The Pointsource Report states that “While 90 percent of consumers feel that companies are prepared to best use chatbots, over half (54 percent) would still prefer to talk to a customer service representative.”

The intervention should be limited to simple requests where responses are definite and finite. The task of responding to more nuanced questions can be left to service professionals who have spent years in building credibility and are adept at tackling these situations.

Improving Contact Center Experiences:

By introducing the chatbot in the customer service process has somewhat brought in a level of disruption in the system. After all, these are virtual assistants that have been programmed to act like humans. In reality, these are only digital platforms that have been designed to participate in customer conversations while managing transactions or any other online activity that the customer is doing.  

Connecting Customer Touchpoints:

As a business, it is essential to build a graph of your customer experiences transcending every single touchpoint through the complete customer lifecycle. And AI allows you to do just that. To optimize customer engagements, it is a necessity for businesses to consolidate the insights and data to develop a more holistic vision of every single customer who is a part of their value chain.

By implementing layers of predictive analytics and machine learning, businesses can further foresee individual customer requirements and proactively engage them to retain their loyalty to the brand.  

Predicting Experiences by Detecting Customer Patterns:

By being able to anticipate future customer needs by detecting behavioral consumer patterns in data and providing actionable insights based on its findings can take CX to a whole new level. It is not only about employing user experiences to offer a personalized, unique, and memorable experience across multiple channels. Businesses can use big data along with customer history to address grievance points as well.

Customer loyalty is cultivated by directing the overall effort towards making the customer feel valued and developing loyalty through resolution and anticipation of the future.

What Does the Consumer Feel?

The digital customer is excited about a future where artificial intelligence plays a significant part in determining their experience with the brands. It is now up to the brands on how they create the CX that highlights the strengths while simultaneously protecting customers from potential pitfalls. Data collected through customer satisfaction forms, net promoter score surveys and other customer insights are crucial to bridging the gap between consumer understanding and acceptance of AI in a way that makes sense for achieving business goals and delivering truly exceptional customer experiences.