Source - Salesforce
“By 2020, 85% of customer interactions will be managed without a human” – Gartner
Prior to jump into depth to sharing about ‘customer experience optimization through AI technology’ let’s first understand ‘what is customer experience?’. The perception or the value created about the brand to the customer, is called customer experience. The process to increase the awareness with positive intent towards the brand, is called customer experience optimization.
To optimize the customer experience, Business needs to first of all understand all moves to be taken by customer while landing initially onto portal to either purchasing the product or services without facing any hassle. Nowadays, AI technology has been implemented across all industries due to have its immense capability to drive strategic data as well as to respond customers quickly that cause business growth.
Problems that can be solved using AI:
Nowadays, Customers have multiple options when it comes to choose any product or service so Business should be proactive indeed on planning for futuristic action to engage the customer in order to compete with their potential competitors in the market. AI captures the existing data of current business and suggest the next step to be taken by implementing machine learning algorithm.
How AI plays a key role in making customer experience optimized
AI uses the machine learning algorithm to deliver human sense to customer. AI boost up the business process in such a way that the same service can be delivered in a quick and effective way. Being a customer, we face challenge in accessing support service such as long waiting time to connect with support agent, immediate actions to be taken on account, accessing personal details securely in no time etc. While accessing service or product solution, customer stuck at some point and they look for urgent help by contacting Phone/chat support team through number of channels such as Phone, email, web chat that usually consumes more than expected which may cause customer interest toward the brand.
Rather than getting help from support team, Customer always shows their positive intent to resolve the issue by self that enables customer to find the answer quickly, perform the required actions within no time, no additional charge with high secure, share less their sentiment to other human in very secure way. AI helps the customer to access key information based on their keywords they input to the application. Rich collection of content is prepared that allows computer system to sense the customer need and when required, customer access the custom fit content in no time.
Impact/Benefit of Artificial Intelligence on Business:
AI helps the business to automate and improve complex analytical tasks, to look at strategic data in real-time, adjusting its behavior with minimal need for supervision as well as to Increase efficiency and accuracy.
Below are the following benefits that are accessed by business on AI implementation:
• Increase operational performance that results less effort & time
• Helps stakeholder to take business decision quickly
• Eliminate human error with AI based algorithm
• Prediction analysis through analytics
• Data extraction through solid algorithm
• Increase Profitability
• Intelligent advice suggestion
One of the interesting part about AI, it follows pre-trained machine learning models and out-of-the box services that integrates with key customer experience process and solutions. AI can be used in almost unimaginable number of ways including sentiment analysis to understand the next move of a prospect/customer and recommend products based on customer interest.
The benefit is not only limited to customer; it is very useful for support process where agent access the knowledge base which contains the information that need to be shared with customer. Each of the little information can’t be memorized by human henceforth AI comes into the picture that helps the support team to guide the customer in right way quickly. AI provides the prediction analysis, and data plays an important role to succeed. AI utilize the captured data into computer system and apply the algorithm to make custom fit solution for end users. With consideration of customer intent, AI is solving many business problems on continuous rate that makes the AI as disruptive solution.