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AI is the topic of many
conversations these days.
From the sales and marketing department to now having AI in customer service.
Who can blame them? Happy customers buy more products/services and improve the bottom line.
Unhappy customers tell the whole world what a horrible experience they had with such and such company.
This hurts the bottom line as customers are now weary of such and such company. Sales, not surprisingly drop like an anvil.
New developments in AI enable companies to improve customer experience in order to maintain or grow customer loyalty.
These new developments in AI can help companies with building a better customer experience.
Specifically, more and more companies are using AI to provide faster outcomes to customer inquiries.
It is true that chatbots have around for years. Companies are using AI-programmed chatbots to handle a variety of customer service tasks.
From scheduling appointments to tracking orders to answering questions.
The chatbots are programmed to understand natural language so they can communicate with customers in conversations.
When it becomes necessary for human involvement, AI programmed chatbots can effortlessly transfer the customer to a human customer service representative.
At this point, the human customer service representative is able to concentrate on more complex issues.
Thus it contributes to improving the overall efficiency and satisfaction of the customer experience.
AI is also being deployed in customer service communications to bring about the goal of focused personalization.
Focused personalization is the concept of treating each customer as an individual and not a number.
It is no longer necessary to funnel everyone into generalized categories for generalized answers.
AI can anticipate each individual customer’s needs, and offer solutions using the customer’s buying history as a guide.
This amount of personalization was not possible before without substantial human help. Now AI makes it scalable at a much reduced cost.
Retailers are now able to make recommendations about different products to each customer using a tailored made approach.
At the end of the day, a more customized approach results in a positive customer experience and more sales.
Going forward, companies will want look at customer feedback to identify top complaints, track trends using a historical analysis to compare against.
This will give companies a better idea of the customer’s voice.
AI can analyze the data in a relatively short period of time and make suggestions based on historical data.
If a human were to undertake this task it would be very expensive and time consuming to look at hundreds if not thousands of feedback data. AI enabled research will help companies keep a pulse on customer interactions.
The use of AI in customer service will mean customer service teams will be able to prioritize responses and tailor their approach based on the customer’s emotional state.
This means the customer service teams will be leading to a more compassionate and successful service.
Calvary marketing can help you implement AI in your business.
Contact Mathew Calvarymarketing01@gmail.co
