AI works as the cherry on top of Customer Experience!
With the advent of technology, the age-old definition of success has long changed. It is no longer associated with the product or pricing—but rather a satisfying customer experience.
And if Customer Experience (CX) and Customer Satisfaction is the new piece of cake that one is seeking, then Artificial Intelligence (AI) is the cherry on this cake.
Well, it’s not hypothetical. According to Gartner, the last four years have seen a steep rise in the use of AI—up to 270%. But the real question here lies in asking how did the tides change for business; where the last few years saw an increased rerouting to Al and ML.
When addressing this, no one would deny the power AI gives businesses to strengthen customer engagement, encourage brand loyalty, and improve retention. And for a matter of fact— it is no replacement for human capabilities—but it does increase productivity and efficiency.
So, scroll through to learn ways in which AI is helping businesses improve their customer experience:
1. Predicting Customer Behavior and Needs
Predicting customers’ needs has become the most pressing need and one-size-fits-all marketing is no longer valid or reliable. Hence, with AI, customer needs can be anticipated with the help of Predictive Personalization—making one feel as if it was crafted just for them.
This technological tool assesses various parameters like past purchases and behaviors; making AI predict items a customer might be interested in or tell them when it’s time to reorder. For example, streaming portals can recommend movies and TV shows based on the kind of genre they like.
2. Insights Improve Decision Making
Just a few years ago, we relied manually upon collecting data and combining it with intuition and a hefty dose of guesswork. But the business tides have changed, encouraging leading companies to invest in Big Data and AI. According to a research study, 99 percent of companies report their active investments while 91 percent report that their pace of investment has accelerated in the last four years.
With the alignment of AI with machine learning, the insights can become more data-driven. It can help companies analyze user behavior, uncover trends, identify problems, and also reveal insights that can improvise the business website and application interface.
3. Boosting Engagements through Omnichannel Capabilities
In most cases, the odds of customers connecting with the business on multiple platforms are less. But as businesses offer multiple portals like websites, apps, social media outlets, customer service platforms, etc, AI can link these services together. A seamless integration can create a truly omnichannel customer experience.
4. Targeted and Effective Marketing
According to a research report of 2021, targeting audiences with specific personality types and messaging them was more persuasive and compelling. It resulted in higher click-through and conversion rates.
So when AI driven by Big Data meets behavioral psychology, businesses can easily predict their customer’s responses to their marketing messaging. AI can also identify customers and segment them based on behavior and psychological profiles. Businesses can gain a better understanding of the customer needs that drive them to purchase and create targeted messaging that’s only more persuasive and motivating.
5. Improving Customer Retention Efforts
As for AI, the sky’s the only limit and no one can deny it is advancing by leaps and bounds. Whereas its subset–Machine Learning is effectively helping businesses in identifying pain points. Through AI, one can have a priority list based on real data rather than guesswork. It also provides multiple features which help solve the customer retention problem.
6. Pre-qualifying Leads Boost Conversion
If businesses want to have a competitive edge, selling the product in a stress-free way is a must. Likewise, popular retail products may sell themselves, but what if businesses are new and the product is not well-acknowledged in the marketplace?
In this scenario, building the customers’ trust through preprogrammed questions and answers, an AI chatbot can help businesses qualify their leads. Using this technology to assist with pre-sales questions, saves both–the customers and the sales teams valuable time.
7. Content becomes Deeply Customized
Does the personalization of a product or service matter? Well, totally! Even though privacy is important to us, so is the special feeling as if the product is just made for us. According to a report published by Statista, 90 percent of US customers find the idea of customization appealing.
And AI is just a game changer in the process of customization. By allowing businesses to analyze customer behavior and interests, it helps provide personalized content in the form of–product recommendations, targeted marketing emails, and relevant written, audio, and video content suggestions.
So, let’s say you’ve spent time browsing through the perfect hair color that suits your skin tone. It’s no accident that you later receive an email from the website prompting you to read an article about hair colors and skin tone. Followed by a week or two you will start getting offers and sales for the hair color you liked and felt will suit you.
All of the above examples are where we have only scratched the surface of the enormous capabilities AI carries; while proving time and again that it’s changing the customer’s experience game. So it’s no more a secret recipe for increasing your sales and discovering igneous ways of leveraging this powerful technology.
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