Artificial Intelligence Fast Changing the Customer Experience

access_time May 28, 2019
by   TechmavenitAdmin
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Artificial Intelligence is fast changing the way companies interact with customers. Though artificial intelligence had been around since 1956, it is only recently that companies have started to access the benefits provided by artificial intelligence, more especially in providing a better and improved customer experience. As customer experience is becoming the primary differentiator for business today, businesses have turned to artificial intelligence to develop a more comprehensive and insightful understanding of customer needs. A better understanding of customer needs gathered from various data sources help companies understand, communicate and deliver an improved customer experience. As artificial intelligence increases in capability and ubiquity, it provides valuable services for companies across all industries to understand and utilize their data. With the huge volume of data availability, human analysts and consultancies find it extremely difficult to manage this data and put it to productive use. Only artificial intelligence can diligently analyze and utilize the data potential to the full to provide customers with swift, consistent and personal service. Customers increasingly want businesses to offer convenient, responsive and personalized services. A recent IBM study has revealed that 48% of customers believe it is important for retailers to provide on-demand personalized promotions when online, while 45% want the same options in store Let us now take a look at the manner in which artificial intelligence will help companies provide an improved and pleasant customer experience. Making Processes Easy Streamlining your process will improve customer experience by making things such as a “purchase process” easy for your customers. A customer may have several queries regarding a product before he purchases a product. There needs to be someone who will provide a satisfactory answer to all his queries. If the answer is satisfactory and that too provided without any delay he may start the purchase process. Artificial intelligence chatbot can make this process easy by answering all his queries and that too without any loss of time. Personalization Artificial intelligence enables you to provide your customers with a personalized experience. Artificial intelligence can sift through large volume data regarding a consumer’s search preferences and his likes and dislikes and suggest him products and services that are specific and most relevant to him. Artificial intelligence technology has reached a stage where shoppers can simply state their needs to a device and be presented with a selection of items that best suit their needs. In future customers will come to expect a personalized and timely customer experience. Chatbots The presence of chatbots in an organization will help companies provide customers with great experiences. Chatbots are designed to understand and respond to customer queries and will work with speed and dedication. Bots can perform multiple tasks and handle a multitude of clients without any delay. For consumers, the presence of artificial intelligence chatbots will provide them with a feeling that they are getting one- on – one interaction and are interested in servicing their demands. According to Gartner, 85% of all customer interactions will no more be managed by humans by 2020, but by artificial intelligence chatbots. According to Robert Hoffer, founder of Smarter Child –internet’s first chatbot, “it is very important for marketers to be extraordinarily cognizant of people as people, and to market to their needs directly”. For customers a pleasant customer experience is paramount and he will purchase from companies that offer such pleasant experience. In the face of increasing competition and more demanding consumers, companies must go beyond merely selling products but must put customers at the heart of what they do. Artificial intelligence is making such pleasant customer experience possible.

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