When it comes to improving customer experience the use of AI is not just limited to chatbots. We now have a multitude of specialist solutions that can assist any firm to thrive in marketing effectiveness, sales empathy, and customer service, ranging from presales to sales to post-sales and beyond. For example, artificial intelligence (AI) technologies such as machine learning, natural language understanding (NLU), and natural language processing (NLP) can be used to analyze customer sentiment and feedback at a scale, precision, and speed that humans cannot match (Ekholm, 2020). Sending marketing communications has improved significantly because it can send personalized messages much faster. A decade ago, the only option for consumers to contact customer service was using phone or email. It would take customers a long time to get hold of a customer representative let alone solve the problem. Companies who understood this gap in their customer service response earlier have made their chatbots efficient using current technology services.
AI is being utilized to improve demand forecasting for more targeted planning, as well as to optimize the cost of goods, which is a retailer’s main expense category (Hamer et al., 2021). Forecasting customer demand leads to solving product shortages and that in return can increase customer satisfaction. As corporations begin to feel the added impact of IoT-generated data and other streaming data sources, enormous data hoards are becoming increasingly complex and unmanageable. Artificial intelligence (AI) can be utilized to bring cost and revenue optimization at the correct time, with the goal of improving employee and customer experiences. I appreciate companies that have systems in place where I can resolve my own issues with minimal human interactions. Especially in a retail setting or any industry that has an elaborate online platform. When a customer can resolve their own issues, it leads to a better customer experience. AI can also guide agents’ decisions while assisting customers. Not only does the response time shorten the Agents can simultaneously perform admin tasks and excel in their core job duty, which is assisting a customer (Elliot & Potosky, 2021).
When the onsite work shifted to in-house offices, a lot of organizations faced shortages in their customer service departments. They weren’t equipped to set up a customer service triage for employees working from home; neither did they have AI applications for chatbots and conversational assistance. For companies who already had chatbots in use; their customer experience met every expectation. It may be tempting to use AI only for the sake of using AI in a rushed manner; however, an organization looking to focus on improving customer experience should be leveraging AI only if it is solving a business problem.
Ekholm, J. (2020, December 7). How to use AI to create the customer experience of the future. Gartner.
Elliot, B., & Potosky, E. (2021, November 3). 3 Ways AI Benefits Customer Service Organizations. Gartner.
Hamer, P. den, Elliot, B., & Hare, J. (2021, July 26). Applying AI in Industries. Gartner.