Artificial intelligence is no longer science fiction.
Machines are getting smarter every day, and companies across the world are discovering new ways in which they can leverage AI to significantly enhance engagement and customer experience.
Research carried out by Gartner indicates that “in a few years from now, 89% of businesses will compete mostly on customer experience”.
In 5 years, 85% of consumers’ relationships with a company will be managed without interacting with a human being, highlighting the movement towards a DIY customer service concept.
If customer experience is the new combat zone, then customer service is your greatest defense.
And when it comes to satisfying customers, the trends show businesses are no longer fighting the conventional battle, but a digital one. We are already starting to see the results of that. According to Gartner, Enterprise use of AI grew 270% over the past 4 years.
This is not just a passing fad. AI customer experience is the future.
How AI improves customer experience
Imagine you have a problem with a company's product, and you call their support center. While you may be looking to speak with a human, you may interact with a computer at first, as an initial step towards solving your problem.
However, this is not the traditional “virtual response system” — where the computer frustratingly demands you repeat yourself, often over and over again.
A core feature of AI is that the machine will understand customers, regardless of differences with accents and dialects, and so on.
The interaction is like that with a human, asking questions to help solve the issues you're having.
More importantly, it gives you helpful answers and suggestions. Not only that, but it provides them quickly and accurately.
Let’s take a look at how Artificial Intelligence can be used to better serve your customers.
1. Smart email content curation
Teams often spend hours composing and scheduling weekly emails to multiple segments of customers.
The problem is, even with the right email segments, you can’t deliver a personalized email to every single customer on your list. According to a study by Demand Metric, “80% of marketers say “personalized” content is more effective than “un-personalized” content.
This is where artificial intelligence comes in. Algorithms can record a subscriber’s email browsing data and website experience to fully understand how the individual interacts with your content.
This knowledge helps the algorithm to detect hyper-relevant content and create personalized emails.
Dynamic emails can be assembled based on:
- Previously read blog posts
- Previous interactions with a website
- Most popular blog post at the time
- Initial interactions with branded emails
- Total time spent on a web page
Artificial intelligence (AI) makes it possible to send highly personalized emails to every customer by analyzing a customer’s topics of interest and reading patterns to recommend the most relevant content.
AI-assisted emails improve engagement. However, not all AI-backed programs are capable of learning from user's feedback. As you evaluate AI systems, be wary of this.
2. Improved customer experience
Artificial Intelligence, in the form of chatbots, has vastly improved customer experience. Let’s take a look at how:
i). Personalization: Your customers want personalization when they visit your website or online store. With the help of AI, you can offer it to them. Customers can even place orders, or access devices with fingerprints or face recognition. AI helps businesses to build a more interactive, personalized customer experience.
ii). Fix problems before they occur: Chatbots are designed to stay one step ahead, proactively creating a seamless experience for the user, and resolving problems for customers before they even realize they exist — addressing any sort of hiccup on the path to purchase.
iii). Streamline the sales path: When customers want to buy, it’s important to make the process pain-free. Live chat representatives can over-complicate things, but a chatbot designed with AI can streamline the entire process, and improve customer experience.
The perfect way to use AI is to serve your customers better without them even having to ask. If you can personalize your customers experience via machine learning and predictive analytics, it will significantly improve your brand image and enhance customer experience.
3. Intelligent Chatbots
If you’ve recently chatted online with a customer service representative, perhaps they kept a little secret from you.
You might have been chatting with a bot all that time.
If you're new to chatbots or are interested in implementing one, check our informative whitepaper on how chatbots help to create a successful customer service strategy, improve customer service and increase customer engagement.
From health to insurance to fashion, chatbots provide smart customer support. And in most cases, they’re better at crafting personalized content than humans.
Chatbots have access to lots of customer-centered data points — they can also combine location-specific requests to easily detect common issues, identify patterns, and predict what’s causing problems for a certain user.
This makes them more knowledgeable than human customer service representatives.
Using Acquire salesbot, you can generate leads easily. We have helped increase leads and engagement by 3X after implementation.
But Acquire Chatbots are not limited to direct customer service communications. They can deal in customer engagement too.
These Acquire examples show AI-powered chatbots offering advice and tips in the research phase, providing the opportunity for a new form of content marketing.
Download this whitepaper to get more information.
AI-powered chatbots are fairly common these days. You can use the opportunity this brings to enhance your customer chats with personalized content marketing.
Devise means to employ AI agents as proactive advisers for all your online visitors, not just for direct customer service communications.
4. Incremental increases in productivity
AI-powered chatbots can proactively start conversations with customers, providing them with the information they need, or help with the purchasing process. Chatbots solve common queries and transfer any queries they cannot deal with to the customer agent team. The customer support team then handle only the customers’ queries that need their expertise, thus increasing productivity and improving the customer experience.
AI chatbots are great tools for increasing productivity and efficiency, helping to streamline the work process, improve conversion rates, and provide better customer service.
5. AI-driven customer insights
Where it would take human beings a huge amount of time to analyze the numbers and extract customers’ behavioral patterns, AI can do it in the blink of an eye.
For example, Dynamic Yield helps companies like Sephora, Urban Outfitters, and Under Armour to build actionable customer segments with the use of an advanced machine learning engine.
AI algorithms use billions of data points to systematically develop customer personas. Some of these data points include:
- Previous communication
- Geo-specific events
- Purchase behaviors
- On-site interactions
- Travelers’ survey image source
- Psychographic factors
- Source of referral
Because of this, machine learning algorithms have the ability to:
- Clearly, detect which customer segments should be added and removed from campaigns.
- Properly match customers to the products they're more likely to use.
- Avoid certain stocks from being promoted to buyers who constantly return items.
Artificial Intelligence enables you to display the most relevant content, or products, based on how users previously interacted with you on your website or via the shipping department.
6. Artificial Intelligence can work without breaks
As technology advances, AI is becoming more productive and even cheaper. It needs no sleep, doesn’t take breaks, and never gets sick. It can work round the clock in a way no human could ever hope to. AI can easily learn new skills and it doesn’t make mistakes. Machines work tirelessly with consistent efficiency, resulting in greater productivity.
Various industries have already started implementing AI because of the benefits it brings. AI and machine learning offer great opportunities in a variety of areas, are more time efficient, and keep going round the clock.
The last word
Artificial intelligence (AI) has affected every aspect of business (e.g., prospecting, marketing, sales), and especially customer service.
If you want to stay ahead of the competition, the time has come to develop plans on how you can leverage AI to significantly improve your own customer service operations.