Though the term “AI” has become quite common in our daily lives, the truth is that our lives have been made easier by AI technologies for quite some time, going back to early smartphones of the 2000s, or even earlier.
However, the rise of machine learning and large language models hastened the further development and implementation of AI technologies into our everyday lives, from some of the most rudimentary applications to business-oriented implementations.
The latter is of particular interest; AI technologies now allow businesses to enhance the customer experience and thus achieve increased loyalty and customer retention, as well as provide the business with a competitive advantage. In this article, we’ll discuss the role of AI in enhancing customer experience.
AI Offers Personalization
COVID-19 saw a major shift in how people purchase their goods and necessities, and many businesses went out of their usual way to offer personalized options to their customers as a means of increasing customer satisfaction and retention.
AI goes a step further by analyzing the customer’s behavior and interaction history, thus allowing the AI to make predictions on the customer’s next move. With enough data, AI can generate targeted marketing offers and deliver such offers to customers, resulting in an increased click-through rate and also an increase in purchases.
Shipping Assistants
Many customers have inquiries regarding certain products they’re interested in. While most product pages have FAQ sections, not all questions are asked, and having an AI virtual texting assistant addressing customer inquiries 24/7 allows your business to help a customer immediately. This makes the customer feel more valued and well-cared for.
It’s really important to ensure that the shipping assistant has the correct data, enabling them to provide answers that are as accurate as possible. If not, it can be set up to pass certain questions on to live customer support, which will then answer any inquiries a customer might have.
Accelerating Repetitive Tasks
Besides inquiring about certain products and services, customers might have other inquiries regarding possible problems or claims. Artificial intelligence can be used to summarize a customer’s case, allowing agents to follow up with a response more rapidly and offer help in potential resolutions.
In fact, many solutions, such as those offered by 2X Solutions, also make customer support agents’ jobs easier by helping them draft a written response to the customer, saving minutes for every case and thus increasing the agent’s efficiency.
Product Recommendations
Just like Spotify relies on AI algorithms to help users discover new songs based on their preferences, your solution can recommend products to your customers based on the customers’ preferences and previously bought items. It can even go a step further and offer specific products based on product description input. Amazon was one of the early adopters of this technology and for a good reason.
Summary
Along with alleviating the workload of your employees, AI implementations can significantly enhance customer experience by suggesting products, answering inquiries, providing sentiment analysis, and offering plenty of personalization, something your customers are sure to appreciate.
Also Read: How to Choose the Right AI Specialization for Your Career
