AI is disrupting the customer experience for the better. Consumers today are well versed in digital technology, so much so that they generally expect fast, easy, automatic service. Just a few years ago, emailing customer service was the norm; today, customers look for chatbots to get their questions addressed ASAP. On social media, followers will DM a brand and expect an automated response to their query.
Keeping up with this type of technology can be challenging for brands. Thanks to AI, however, implementing these digital tools can be a relatively simple, streamlined process. Implementing AI and its capabilities will enhance the customer experience while taking some of the burden off of your employees’ workloads. AI is only getting more intelligent and powerful, meaning the sooner you can integrate this technology into your platforms, the more equipped you’ll be.
With that in mind, read about three ways to deliver a better customer experience with AI.
1. Personalization & Efficiency
Customers can sense when an exchange is genuine and when it feels forced or inauthentic. AI tools such as chatbots are becoming increasingly sophisticated, to the point that consumers may not realize they are speaking with a bot! They rely on natural language processing capabilities to react and engage with users in a friendly manner. Conversational exchanges are a personalized touch for getting to know your audiences and capturing their loyalty.
After a few exchanges, the chatbot can even start recommending different products or services based on the individual’s inquiry. If an item is currently sold out, it can direct users to a similar product to meet their needs. Customers will feel understood and heard through this one-on-one interaction.
Even if you have a dedicated customer service team, wasting their time on matters that an AI tool like a chatbot can complete can be inefficient. For example, AI for car dealerships can answer questions about different cars, suggest similar models, and schedule appointments for a test drive. The potential lead feels like their questions matter instead of wasting time being put on hold to find a time to come to the dealership. This example can be translated to other businesses as well, such as hair salons, travel and hospitality groups, and hospitals.
2. Proactive Issue Resolution
While you can hope that every customer leaves happy and satisfied, that won’t always be the case. A shipping delay that is outside of your control may occur. Items sometimes can’t be restocked as quickly due to an issue in quality control. While you can’t anticipate some of these mishaps, AI can help proactively solve problems before they occur.
AI can predict customer needs based on the programs’ vast knowledge of your consumer base.
Every time a user engages with your brand, AI notes it. It knows what pages users frequent on your site and to what extent. AI can recognize what items in your portfolio are attractive at different times of the day. It even knows when a buyer may be running out of a particular product and will likely need to stock up soon. This is known as predictive analysis.
For customers, this means getting unparalleled service and turning the model from a reactive approach to a proactive one. Instead of contacting a brand when something wrong happens, AI will help address issues before they come to fruition. As an example, AI can notify a customer about a delayed package before they know about it and propose a solution, such as a promotional code for a future delivery.
3. Sentiment Analysis
Have you ever been on hold with customer service and just lost your cool? It’s happened to just about everyone. After the fifth time of explaining yourself, you’re directed to yet another team member and lose it. While a company never wants these types of exchanges to occur, unfortunately, it can be part of the job.
Sentiment analysis is how AI can respond appropriately to an enraged consumer and meet them where they are via text. AI can process tone of voice and emotions through natural language processing and machine learning. A consumer who appears to be on edge and frustrated may be escalated to a live customer support person to solve their issues. In contrast, someone who seems to be more casual and fluid in their conversations with a chatbot may just need to be directed to a FAQ page.
Each of these sentiments becomes a data point that AI can analyze for your future benefit. If multiple consumers complain about how to put together a product, perhaps you can include a more detailed instruction booklet in the shipment. These types of insights can lead to better customer service experiences, including improved products and more accurate data-driven decisions.
Tips and Takeaways
Putting the customer experience first should always be a priority. With AI, the customer experience can be tweaked much faster and more accurately. With its ability to personalize responses, understand needs, and analyze sentiments, AI is raising the bar on day-to-day consumer interactions. Consumers leave more satisfied, and brands have the insights they need to inform future products and decisions. It’s a win-win situation.
Photo by Clay Banks; Unsplash
