Artificial intelligence and machine learning technologies are constantly evolving and maturing. With the increasing need to rapidly scale businesses, it is becoming increasingly important to leverage technology to support this growth. More so at a time when the labour shortage in many industries is worsening. According to the most recent Korn Ferry Institute research, the global shortage of skilled labour will exceed 85.2 million by 2030.
With so many proven use cases, there are numerous opportunities to use AI to improve customer service and thus the customer experience. However, there is a caveat: 80% of implementations fail due to incorrect implementation, incorrect data, or incorrect use case.
Here are 4 ways AI can improve human customer experience.
Greater ROI
All digital transformation decisions must be made with key measurable metrics and ROI in mind. If done correctly, it can help businesses scale faster, solve problems more effectively, and enable people to serve customers more consistently. Customers would resolve the majority of issues on their own with AI, reducing the need to speak with a human agent. Human capital has become scarce, complex, and expensive as a result of supply chain gaps; technology can provide a faster ROI with improved efficiencies.
Proactive Strategy
It is unnecessary to wait until a client is already frustrated. Businesses ensure customer satisfaction by recognising potential problems and reaching out to customers at the right time, before the customer even reaches out, with connected systems and thus deploying predictive models, with AI. If your order is delayed due to weather or an unexpected event, you will be notified. Platforms may use AI to send informational material as soon as the product is delivered if it contains complex instructions. So, with information readily available, the customer does not need to reach out for help or assistance.
Customer and Agent Support
With multiple systems involved, it is critical to have scenarios where technology binds all the pieces together to keep up with potential issues a customer may face. This means that strong dynamic self-help can help customers get quick resolutions to any problems they may be experiencing.
Similarly, if self-help or a bot are unable to resolve a customer’s issue, it is critical that the customer be routed to an Agent who is equipped with context and intent on the fly. As a result, it can save time by eliminating the need to share intent and suggesting potential actions based on the customer’s tone/intent/history. This ensures that customer issues are resolved on the first try. In addition, the customer is pleased.
Personalization
According to research, more than 90% of consumers prefer brands that provide personalised services. Systems can create a persona based on robust AI models based on any customer’s purchasing history and linguistic preferences, not just on one platform but across the internet where the user has agreed to share behaviour. These AI models have the potential to improve our customer representation.
Platforms can adapt to provide a more personalised experience if options are effectively identified. Where do you believe the customer experience starts? The customer experience does not end with a sale or purchase. It begins with the customer’s first visit to your website/store. Person A, for example, visits a travel website and looks for lodging.
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