It is hard to put into words just how much AI has revolutionised the customer experience – also known as CX – over the past couple of years.
It is fair to say that AI began as a novelty, with people asking AI bots to create funny poems or give answers to simple questions; today, industries have been quick to realise the many benefits of engaging with AI to improve the customer experience and drive sales and customer satisfaction levels.
For support with enhancing your clients’ customer experience, consider working with a specialist CX Agency.
How does AI improve customer experience?
There are many ways that AI is helping to improve the customer experience; for example, personalisation is an important tool. Every CX agency knows that marketing is the key to a successful business, and AI can offer real-time personalisation to each customer.
Likewise, AI-driven analytics are worth their weight in gold, helping companies to drive their business forward thanks to instant and easily interpreted data and satisfaction surveys. AI can even engineer optimised journey mapping, ensuring customer interactions are maximised. Add to this AI’s capabilities in terms of analysis of visual images, NLP tools, and the ability to analyse customer insights, and it is no wonder that businesses are becoming highly reliant on AI to provide insights and data that can inform business decisions.
Answers without the wait
Perhaps AI’s most valuable contribution to the customer experience is in providing direct customer service. In much the same way as we have come to expect same-day or next-day delivery, customers also now expect quick answers to questions and solutions arranged in real-time.
Of course, the costs of employing and training sufficient staff have meant this has traditionally been difficult to manage, but AI is changing this massively. Thanks to AI chatbots, many thousands of customers can obtain help with their queries within seconds, with no need to wait for a free agent. Of course, this can be implemented day and night, catering to early birds, night owls, and different time zones.
