From “Hey Siri” to Tesla’s autopilot, artificial intelligence (AI) is rising in popularity for marketers and sales professionals. It has also grown to be an essential tool for brands that want to give a more personalized and excellent customer experience.
Perhaps some can’t help but think that using such technology would mean putting reds on the company’s budget. However, the availability of AI-enhanced software like CRM and CDP has brought AI to businesses without high costs.
A report from RobertHalf reveals that 39 percent of IT leaders are currently using AI, 33 percent are expecting to use AI within the next three years, and 19 percent expect to use it within five years.
If AI is a new territory and you’re not sure how it can help with customer experience, here are four ways that you can adopt to improve CX.
It Helps You To Understand Your Customer Better
Businesses can get a more accurate understanding of their customers, thanks to AI and machine learning, collecting and analyzing social, historical, and behaviour data. AI is also able to anticipate customer behaviour as it keeps learning and improving using the data it analyzed. Hence, businesses can deliver highly relevant content, increase sales opportunities, and improve the customer journey.
Mike Orr, CEO Of Grapevine6, says customer engagement often focuses on digital content. However, by adding natural language processing (NLP), AI can gather actionable insights.
Making Decisions and Predicting Behaviour
AI can make a decision based on the most recent data that it has. For instance, data from current interactions that a customer has with a business – with almost no latency. In order words, real-time decisioning.
Similarly, businesses can use actionable insights as a guide for their next interactions between them and a customer. Because AI can analyze a large amount of data almost instantly, it uses predictive analytics to come up with the insight.
AI Chatbots Are Here To Stay
A report from Capgemini shows 54 percent of customers said they have daily AI-enabled interactions with businesses which including chatbots. Next, 49 percent of them found AI interactions to be trustworthy.
It is without a doubt that AI chatbots are great at providing personalized assistance for customers. But, they are not a replacement for human interaction. Businesses must find a balance between self-service and human-interaction to deliver the best customer experience.
AI uses real-time data to deliver content that is specifically relevant to a customer. Chris Radanovic, a conversational AI expert, says consumers and businesses are accepting conversational AI as it provides personalized experiences, instantly and conveniently.
Geoff Webb, VP of Strategy at PROS, concurs that using AI-driven personalization businesses can achieve consistent customer experience.
To sum up, artificial intelligence is not something that we can only see in movies. Nor is it about robots taking over our jobs. AI can provide us many valuable business opportunities by leveraging it to understand customers better. At the same time, taking advantage of real-time decisioning and predictive analysis, providing a hyper-personalized experience, and using AI chatbots to engage customers.