Human beings are driven by the need to look for better experiences and things – a better job, a better phone, and even a better customer experience. Hence, it’s not surprising how far Artificial Intelligence or AI has come to create a more satisfying customer experience. From chatbots to in-store personal assistants, AI has brought more value to enhance customer experience.
Customer journey analytics create targeted offerings
Using statistics to study customer behaviors is not uncommon, but earlier versions of data analytics could only analyze a single data set, and base offers on it. And as a result, targeted offers were a hit or a miss.
Fortunately, many businesses now use customer journey analytics to study customer behaviors based on data collected from various sources, both online and offline. The results of such analysis are used to create targeted or personalized offers, and as customers, these customized suggestions provide convenience and save time.
Indeed, AI technology is becoming better at predicting what customers want and need. This enhanced prediction creates a bond between businesses and customers as customers feel valued.
AI technology promotes more inclusivity
Inclusivity has become a high-priority value for most businesses. Recent marketing initiatives frequently place a strong emphasis on client diversity.
For example, in the makeup industry, we see models with various body types and skin tones, and mass media ads no longer focus on what is conventionally attractive. Regardless of social standing or physical limitations, public spaces have also become more welcoming and accessible. AI is only one of the tools that help users feel included.
Aside from personalized offers, AI technology can now resolve complex issues by conversing more effectively with customers. Speech recognition and the text-to-speech capability of chatbots allow customers with disabilities, such as visual impairment and hearing difficulties, to resolve problems independently, thus creating a sense of inclusivity.
Moreover, recent AI innovations led to the emergence of multilingual chatbots. Customers whose primary language is not English appreciate this as they can communicate with chatbots using their home languages. Hence, they experience a better and more inclusive service.
Customers experience shorter waiting time
One of the most basic functions of automatic response systems is saving customers’ and businesses’ time. Since responses are automated, they can be almost instantaneous. Plus, with the ability to respond to multiple customers simultaneously, companies can create shorter wait times and serve more customers.
AI eliminates repetitive steps
Another timesaving function of AI is eliminating repetitive steps in a process. A new customer usually inputs shipping and contact information before placing an order. Thanks to AI, repeat customers do not have to input the same information repeatedly every time they place an order, allowing them to have a more streamlined process.
AI promotes seamless transactions across platforms
Many businesses employ more than one platform to provide omnichannel customer experiences. Through AI, customers experience seamless online and offline transactions across platforms. For instance, a customer can purchase a customized McDonald’s Cheeseburger Meal through the app and pick it up at the physical store hassle-free.
Seamless transactions keep customers’ frustration at bay as they move seamlessly across various channels. They can start a conversation with a chatbot on their phone and carry it over to their computer to continue the discussion without fuss.
Customers experience proactive services
AI creates a system where customers receive information about product delivery times, the status of their orders, and even upcoming sales without asking for it. AI drives proactive service, which keeps customers informed and up-to-date.
AI creates safer customer experiences
Service robots became more popular at the start of the COVID-19 pandemic. Many employees were prohibited from working in person or decided not to due to safety issues. Many businesses used in-store service robots in place of human employees since they were less likely to spread coronavirus, thus keeping people safe.
Spilled drinks and food are not uncommon in the restaurant industry, but businesses can avoid similar accidents with AI robots. Some restaurants opt to use service robots when delivering food to customers. These robots have sensors that keep them from bumping into humans, tables, and chairs, thus creating safer dining experiences.
Consistent customer service experience
Working in the customer service industry can be stressful and sometimes frustrating. Some customer service agents are not well-equipped to control their frustration or keep their tone customer-friendly. Thus, some businesses opt to use AI, such as chatbots, which are less likely to sound frustrated when dealing with customers.
Another issue with customer service is that one doesn’t always get the same agent. The lack of consistency might be frustrating to customers since all agents do not have the same level of expertise. AI can resolve such discrepancies.
Wrapping up
With the never-ending search for improving their customer experiences, businesses found a way to provide enhanced customer experiences through Artificial Intelligence (AI). Customers now feel more included, valued, and safer because of AI.
