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How AI Proves To Be Critical For Enhancing Customer Experience?
The demand for the best products has been driving industries for ages across the globe. However, in today’s world, the tech-savvy customers are looking for the best among the best. Consumer satisfaction has become crucial and difficult to achieve for any business, regardless of the industry or region.
Fremont, CA: As customer satisfaction has turned the determining factor, enterprises are leaving no stone unturned to extend quality service. Customer experience management has become crucial and continues to evolve. A significant trend impacting the customer services management sector has been the use of artificial intelligence (AI).
Significant Integration of AI
There is no doubt that forward-thinking people look at AI technology as a fundamental approach that can open the doors for real-time service for customer service platforms. The AI technology is poised to have the capability to alter the way consumer experience management solutions are designed completely.
However, if you consider the overall scenario, AI users for customer service will amount to about 24 percent only. Therefore, overall, the technology is still in its early stages of use as a customer experience enhancement tool.
Check out: Top Customer Service Companies
However, the rest of the service decision-makers have confirmed that their enterprises are in search for ways to actively incorporate AI into their consumer management approaches. In fact, it is a widespread belief that in the imminent years, AI adoption is expected to continue, and in the future, AI-based consumer experience management will take over human-oriented approaches completely.
The future-oriented possibilities for AI have been a prominent topic of discussion, and opinions vary. However, a large percentage of industry observers seem to believe that AI will ultimately replace standard ways of consumer experience management.
The role of AI as a consumer experience management tool is still coming to a clear-cut focus. Presently, only about 39 percent of enterprises have a totally defined strategy with respect to the use of AI as a customer management tool. Early influence, however, implies perfect alignment with the evolved role of customer service agents. Organizations integrating AI have benefited from enhanced prioritization of their work. All in all, more than seventy percent of agents perceive AI as a helpful tool for them.
The emergence of AI as a customer experience tool has been based on two significant aspects, which are Natural Language Processing (NLP) and Machine Learning (ML).
AI tools rely on NLP to rapidly process and interpret written/spoken messages. A perfect example of an evolved NLP will be the Amazon Alexa or Apple’s Siri.
ML refers to a highly powerful computing system, which analyzes huge amounts of data to derive insights through it. The most convincing example of ML AI is Facebook messenger.
AI as a customer service tool will make self-service interfaces highly intuitive and economical. Furthermore, it will help anticipate precise customer requirements by understanding their contexts, previous chats, and shown preferences. An AI-powered system would capture an infinite amount of online data. The data, thus collected, can be utilized for a multitude of uses.
For example, AI can identify customer issues by processing and deriving useful insights from the information gathered. They can also define customer behavior pattern by being able to determine the frequent preferences and decisions by customers. Furthermore, it would be possible to respond with suitable products and solutions as per the consumer requirements. In fact, many times, AI has been found to be more prompt and able to give proactive alert messages. Several customer services enterprises have used AI tools to suggest customized discounts and offers based on insights on preferences by customers with respect to their shopping behavior in the recent past.
Yet another benefit of AI is that it is able to provide real-time support through reports, blogs, or FAQs. AI-based tools also end up resolving issues even before they arise in many cases, thereby extending unparalleled customer service. A significant number of enterprises have said that AI has made it possible to minimize the rates of customer complaints and abandonment.