Technology has been improving with each passing day and increasing the convenience of individuals and businesses alike. One such advanced technology that is being adopted by the corporate world is AI (Artificial Intelligence). Sales and marketing professionals find it an essential tool to promote their brand of products/services. However, the introduction of AI has revolutionized user experience. The article gives some knowledge on how AI is Changing the Landscape of Customer Service.
Advent of AI
CDP (Customer Data Platform) and CRM (Customer Relationship Management) software using AI have managed to improve customer experience. Its implementation has also helped curtail costs. According to reports, 39% of IT leaders use machine learning or AI in their work. Enterprise businesses can derive numerous applications using AI.
How AI is Changing the Landscape of Customer Service – Know the 4 ways
- Real-time decisioning: The capability to make proper decisions based on available data is termed as real-time decisioning. It can be data availed from ongoing interactions with customers with near-zero latency. Generally, it is designed to evaluate events in real-time by using machine learning and AI. It can also be integrated effectively on API-used sites. Marketing to end-customers becomes easy with Real-time decisioning. One such example is identifying customers using ad blockers. Then offer alternative UI components allowing them to continue engaging with them. A personalized recommendation is another aspect used to offer customers more relevant content. Real-time decisioning and AI can help recognize/understand the customer’s intent using produced data. Brands can offer relevant, hyper-personalized content to customers in real-time.
- Facilitates better understanding: Machine learning and AI can help gather as well as evaluate behavioral, historical and social data. Using this data, brands can gain accurate behavioral patterns of their customers. AI promotes continuous learning, unlike conventional data analytics software. Evaluated data is then improved upon, thus anticipating customer behavior patterns. Brands can provide customers with relevant content, thereby improving user-experience and sales opportunities. Exponential data growth increases opportunities for B2C/B2B brands using it with AI, thereby enhancing regular customer experiences. It is necessary for customer-oriented business units like marketing, customer services, sales to work together. Also, AI tools need to be leveraged efficiently to meet common objectives. only then can brands deliver exceptional user-experiences. This way, AI enables brands to offer their customers with a personalized approach, thereby securing long-term trust and loyalty.
- Hyper-Personalization: Both real-time data and AI is combined in this process to deliver unique and customer-centric content. Brands and consumers favor conversational AI as it allows a more personalized approach. It is also convenient and quick while removing paint points that might be present in the customer’s entire journey. Conversational AI can connect previously stated intentions of customers’, conversational histories along with other data. Conversations taking place between businesses and consumers is more personalized. AI-driven personalization offers a more consistent, personalized user experience. Personalized offers can be generated as vendors can analyze data quickly in huge amounts.
- AI Chatbots: These days, more and more companies are offering customers chat facilities. Chatbots offering customer service is termed to be the leading AI application currently. By 2022, companies are likely to use it more in their AI program, followed by marketing and sales. A good number of customers have accepted that they are increasingly interacting with AI-enabled applications like chatbots, biometric scanners, facial recognition, digital assistants, etc. Most of them do trust in such AI interactions. But the fact is that AI chatbots cannot replace human contact.
This is how AI is changing the landscape of customer service. It has become important for all businesses, be it small or big to introduce AI into their customer service program.