How AI are Enhancing Customers Online Experiences

March 26, 2019

There have been a lot of discussions about AI in regard to the contribution it is making for business growth. We too have acknowledged that use of AI provides decision makers with precise data for better strategies, planning and focusing on areas that need more attention.

However, something which has been ignored in this process is the adoption of AI in favour of the consumer who is the target.

It is important to realise that a customer-focused approach for any business is necessary for its long-term growth and success. Let us know how AI can fit into the Customer Experience to make it better.

Solve Problems Faster & Better with Feedback Data

Customer reviews are one of the most important things to be addressed by organisations for improvement and better approach. However, it is not possible to look through all the reviews and figure out pain points. In such a situation, Machine learning technology can be used for customer feedback to sort them through reviews and identify patterns in both complaints and compliments and tag them as per convenience. This tagging allows for segmentation and a narrower approach to problem resolution. The Natural Language Processing (NLP) that machine learning systems use determines the overall sentiment and provides important information including areas where changes need to be done to improve customer experience. After identification in these patterns, constructive changes can be initiated for better customer services and experiences.

Predict Problems & Suggest Resolution with Data Sets

For companies, reaching out to their customers at the right time becomes an important aspect when it comes to customer experience. This makes way for AI and predictive technology that can be used by the customer service department to bring up the potential issues and come up with assistance before a customer asks for it.
This approach helps combine past behavioral data with real-time analytics to foresee what a customer’s next move could be and what problems may possibly arise. For this AI is linked to complaint data to customer interactions so that proper information can be issued out to the specific user.

Personalization Enhances Customer Experiences

In these days of customers having varied preferences, personalization is something that creates a long lasting impression on a customer. This could be either through customized offers, discounts, and experiences from online retailers. Personalization not only makes a customer feel special, it also helps improve their experience increasing the likelihood of conversions.
To offer personalized experiences, one needs to have loads of quality consumer data. AI allows create one on one personalization with each customer leading to better experiences and higher conversion rates. It tracks consumer browsing patterns and further uses this data for customized product recommendations through an AI sales assistant.

Give Customer Independence

For a better customer experience, it is vital to offer more self-help services which allows them to find information or resolve a problem on their own.

In this regard, the AI chatbots prove to be very useful provided they are created properly. Chatbots need to be used wisely with the surety that NLP programming is sophisticated enough to provide beneficial assistance. By making use of a conversational AI programme customers will have a smooth, pleasant experience that will not make them feel like they are talking to a computer programme.

The use of AI in an effective manner can help create and reform the customer experience for a better future and growth of the business.

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