Every small interaction a customer has with a brand impacts their overall customer experience. These interactions can quickly go from positive to negative for fairly simple reasons. In some cases, customers just want instant help and attention. It is in these situations where the importance of using Artificial Intelligence for customer experience is highlighted.
Simple AI-powered chatbots can enable your business to deliver empathetic customer experiences. AI tools can also make sense of incredible amounts of data to offer personalized user experiences at scale. In a recent poll, 80% of marketers said they deployed chatbots to improve customer experiences in 2020. Here are ten other customer experience implementations of artificial intelligence –
- AI for Boosting Customer Loyalty
AI-powered customer support tools can identify customer complaint patterns and predict customers’ needs in specific situations. These tools can also recommend data-based courses of action in situations where customers escalate their arguments. Bear in mind – these AI-powered tools analyze all the data collected across entire customer journeys.
They can personalize real-time experiences to establish brand trust. Such efforts help boost customer loyalty.
- Oversee Multiple Engagement Channels
One of the key benefits of AI tools is their constant monitoring capabilities. Managers can easily oversee multiple engagement channels with the right AI-powered “watchtowers.” They can better understand the conversations customers have across different engagement channels.
They can connect these interactions with real-time insights provided by AI-powered tools. Customer service employees can use this data to engage more empathetically with customers. The more empathetic your customer interactions – the more loyal your consumers become.
- AI-Powered Customer Experience Assistants
Empower customer service professionals with “smart” AI-powered assistants. These assistants can collect data about users’ pain points and recommend personalized solutions in real-time. These efforts can vastly improve the quality of customer engagement.
- AI Tools to Optimize Website Content
Using Artificial Intelligence for customer experience makes sense when you’re promoting your brand to the world on the Internet. Now, companies can use AI-powered content marketing tools to –
• Find relevant or trending content ideas.
• Receive effective recommendations regarding SEO strategies and keywords
- AI Tools to Generate User-Friendly Content
The latest AI-powered copywriting tools can even be used to create relevant and high-quality content. Will AI tools replace human writers in creative departments? No, but they’ll help human writers create more customer-centric content.
- Customer Experience of Artificial Intelligence
The latest AI-powered sentiment analysis tools can understand consumer intent, emotions, and sentiments. Companies can launch customer survey campaigns for free via email marketing. Then, they can leverage their sentiment analysis tools to understand what’s working/not working with specific products, services, etc.
- Conversational Commerce
Consumers prefer to shop from brands that interact/chat with them. Conversational commerce is the process of interacting with customers in real-time through chatbots, voice assistants, etc. Brands can combine AI-powered chatbots (or human assistants) to optimize each step of the consumer’s buying process. Conversational commerce tools help reduce the distances between consumers and purchases.
- Make Accurate Recommendations
Recommendation systems can now be found in every top app. These systems use AI algorithms to give customers ultra-personalized recommendations on apps, eCommerce platforms, etc. AI tools instantly analyze the user’s search behavior, past purchases, clicked links, etc., to provide accurate recommendations.
- Lead Management
AI-powered data processing tools can rank potential leads based on various data points. This data can empower sales agents with efficient workflows. AI tools work in the background to automate decisions such as – when to reach out to a customer, when to move an interaction to a chatbot, when to route them to human agents, etc.
- Lead Securing
AI tools use predictive engagement techniques on eCommerce platforms. They can instantly recognize prospects who are likeliest to make purchases. Furthermore, they can even recommend the ideal moment to engage them. Whenever potential customers enter the business website, AI tools can predict when and how to help them.
Not employing Artificial Intelligence for customer experience is a big mistake for companies that want to create strong brand images. On the other hand, it’s clear that companies that embrace AI-powered customer experience solutions will become consumer favorites over the next decade.