Artificial Intelligence (AI) making a buzz in almost all industries. In fact, the talks about groundbreaking technology mainly revolve around how it can revolutionize the customer experience.
Looking at the role of AI in customer experience, the possibilities of what it can do seem unlimited. However, they can all be summarized by the following three main ideas.
1. The Use of Personalization Enhances Customer Experience
Personalization is also an irrefutable advantage to artificial intelligence (AI), particularly in customer experience. Modern customers anticipate that offers would be tailored to meet their needs. For instance, a blast email boasting a general offer will not be appealing to as many people as a targeted offer that directly seeks to address what each customer wants. Nevertheless, coming up with such personalized experiences is not only time-consuming but also difficult for humans. Luckily, machine learning and artificial intelligence (AI) can go through a large volume of data to identify particularly what is important to customers in a bid to cultivate a personalized experience.
2. Many Customers are Pleased with Virtual Assistants and Chatbots
Both virtual assistants and customer service chatbots can transform tasks into simple commands. In fact, currently, the world is filled with such virtual assistants including Apple’s Siri, Google Home, Amazon’s Alexa and many others. These devices can do a lot including forecast the weather, develop shopping lists and even set appointments.
Most companies have gone further to create tasks through existing chatbots and virtual assistants to allow their customers to streamline any interaction with the brand. For instance, Capital One enables customers to access their bank accounts using Alexa whereas Liberty insurance company allows its customers to check the status of their claims via Google Home. What’s more, customers can currently communicate with text or simple voice commands without wasting time on the phone.
Chatbots and virtual assistants are time-saving and allow companies to stay up to speed with their customer’s lives. Nonetheless, the growth of their power and abilities is dependent on the evolution of technology.
3. Customer Insights Provide Critical Findings for Enterprises
Artificial intelligence (AI) has also influenced how companies acquire customer insights. Through a large amount of data about customers that are currently available, AI technologies can identify trends and forecast what customers would want in the future. The best example for this case is Spotify, which utilizes data from its over 100 million customers in a bid to come up with a captivating advertising campaign.
Spotify utilizes artificial intelligence (AI) in sorting through the data and even highlighted some of the most distinctive customer trends, particularly on billboards across the globe. For example, Dear 3,749 individuals who streamed “It’s the End of the World as We Know It”, specifically during the Brexit vote and the person who played “Sorry” about 42 times on Valentine’s Day. Aside from Spotify, many other entities leverage AI to attain customer insights in a bid to enhance future experiences.
Looking at the cases above, it is undeniable that AI is a powerhouse as far as customer experience is concerned. It enables companies to develop more personalized and faster experiences as well as obtain advantages and insights to lead customer experience in the future.