Improve customer experience with AI

Artificial Intelligence (AI) is here to stay and is revolutionizing the way humans are interacting and behaving. Most of the business and corporations have started to understand the importance of AI in every field of work. AI promises to increase efficiency, reduce unwanted delays and improve personalized transaction across internal and external stake holders. There will be an increase in investment by over 50% in the upcoming years by almost all organization who want to grow and sustain which will significantly improve the processes. Organizations are investing in AI to support all functions and to speed up decision making, improve efficiency and create a better customer experience which will boost the revenue of the organization and improve both the top line and bottom line.

Using AI for improving customer experience will play a crucial role as around 60% to 70% of customers will leave a brand just because of one poor customer service experience. The Usage of chatGPT, machine learning and AI technology will make every transaction hassle free and efficient as possible for the agent to interact with the customer.

Below is how an artificial intelligence customer experience can increase customer satisfaction, retention and can in turn boost the business.?

1)Round the clock customer support

• Self-service tools like chatbot will allow to quickly support the customer and help address all the concerns they are facing round the clock 24/7.
• AI will help customer learn about the product and services the company is offering.
• It helps answer basic questions and collect customer information during there interactions.
• AI will also helps customers to solve problems independently even during outside of business hours.
• Chatbot will be able to handle simple inquiries.
• Agents will have more time to resolve complex issues, leading to faster resolutions and a better customer experience.
• AI can use machine learning technology to organize and identify high-performing and underperforming product & services.

2)Provides faster resolution.

• AI will save time by providing faster response and decreased handling times, this will benefit the customer and improve their experience.

• AI chatbots and interactive voice response(IVR)?technology support swift, contactless resolutions and resolving easy issues with the help of automation. Any complex issues will be handled by human intervention.
• AI can pull up relevant answers from your help center to resolve customer inquiries within a matter of seconds.
• AI is also found to filter out spam messages which helps to ensure agents don’t waste their time on spam’s.

3)Error reduction and provides accurate information.

• Human error can make an agents look unprofessional during his interaction with the customers. This might also make the customer feel confused and to avoid further interaction, usage of AI will avoid these kind of errors.
• Any manual errors will lead to lot of time spent on rework and fix the issues. Chatbots can minimize human error by capturing customer details automatically and giving agents all the context, they need to handle a problem satisfactorily.
• AI can analyze large sets of customer data also prevents confirmation bias from creeping in during decision-making. This helps agents to make more accurate predictions about customer churn, offer personalized recommendations, and better anticipate customers’ needs.

4)Directing the calls to the right agents.

• Directing and assigning customer calls to the right agents based on the type of issue.
• Skill based Directing - AI uses keywords in the message to detect the skills necessary to resolve a problem and automatically notifies the appropriate agent. ?The skill can be defined by the company based on various algorithms which helps the customer to get directed to the right agent who can resolve the issue immediately based on those specific skills. Like, you can send a customer with technical problems to an agent who has the required technical expertise and can speak the customer’s language. Another example is the call can get directed to the agents based on their availability or working hours.

5)Deliver’s personalized recommendations.

• AI can help analyze customer behavior, demographics, and personal preferences to highlight relevant products and resources during the onboarding process. For Example, Netflix, Amazon, uses personalized options based on your previous views to create a recommendation for similar movies, products etc and continues to customize its suggestions based on what you’re watching or buying respectively etc. It is found that almost 60% to 70% of consumers say they’ll likely become repeat buyers after a personalized shopping experience with a retailer. Customers complete a survey about their style preferences, and a consultant picks out customized clothing items for them. Delivering personalized experiences helps customers get what they need faster and provides a better overall experience that keeps them coming back.
• Anticipate customers’ needs and potential issues by use of AI to identify common customer questions and problems so you can generate solutions and improve retention. AI can quickly group tickets, enabling your team to see the bigger picture and prevent escalations and additional tickets in the future. Your team can immediately get to work updating your current help center article about the integration, so new users can learn how to set it up

6)Track conversation history for seamless interactions.

• Keeping your customers happy by using AI-powered systems can review past customer interactions to gain all the relevant context they need to provide hassle-free support.
• Previous interactions helps save everyone’s time, creates a seamless interaction, and gives customers a true omnichannel experience.
• AI can help train the chatbots to perform better based on historical email, chat, and messaging data or on pre-trained AI conversational skills. Plus, there are AI-powered recommended replies that help customer service reps work more efficiently.

7) Analyze customer data to predict and prevent churns.

• AI-powered tools can track and analyze unstructured data—like customer sentiment—to see who’s a high churn risk and give them attention right away. AI technology looks at of different signals and keywords from customer interactions and it can provide quick recommendations and automatic alerts to help you monitor, analyze customer sentiments to predict case escalation or churn.
• AI has been using sentiment analysis tool to gain a better understanding of how customers feel about their experience with your brand and where there might be challenges, so your reps can swing into action to prevent churn.

8)Boost sales with AI.

• AI-powered chatbots can alert customers about new products, special discount codes, and other information that encourages them to buy more.
• Based on the customer’s data and how the customer is answering the chatbot’s questions, the bot could highlight specific promotions, upgraded features, or various pricing tiers that would be a good fit for their needs. For example, AI can automatically alert agents to follow up with customers who express interest in a particular product or service. When they get the notification, sales team members can jump in to upsell or cross-sell to make customized product recommendations for individual customers.
• It’s a friendly conversation to build relations with customers and not a sales push. The upsells and cross-sells don’t feel like sales pitches. They come across as helpful and genuine—like a recommendation from a friend—rather than pushy.

9)Minimize employee burnout.

• Many customer service reps today are overwhelmed with tasks at work. It has been found from various Report’s & surveys that, only 15 percent of agents are extremely satisfied with their workload. Stressed agents are more likely to snap at customers and make mistakes, contributing to a poor experience. AI can help reduce agents’ workloads and can handle simple queries, inquiries by resolving them directly or by guiding the customers to relevant knowledge database. Alternatively, IVR systems can address customer questions over the phone with pre-recorded answers.
• With the use of AI, the support agents don’t need to spend a considerable chunk of their day answering repetitive questions via the phone or chat. This gives agents more time to address complex tickets and take breaks throughout the day.

Last but the not least there are also risks of using AI. Let’s not forget that the rise of AI comes with some serious drawbacks which we should also be aware about. Most importantly, relying solely on AI generated operations without human oversight can lead to inaccuracies, misinformation and not the right interactions which will have an impact on Customer experience and this will lead to to increased customer churn’s, reduced sales and impact's the company directly in the long run.

#customerexperience #cx #customerinsights #artificialgeneralintelligence #customercentricity #customerfeedback #customerservice #customerfirst #customerattraction #nps #culture #koyopo #futureofcx #intelligentcustomerinsights #ccxp #cxpa Rajat Chawla