Artificial intelligence (AI) is no longer a feature of science fiction; companies worldwide discover new ways to leverage AI every day to enhance the customer experience. These improved systems have useful suggestions and helpful answers, and they deliver them fast.
AI has the power to improve customer interactions in several ways substantially.
1. Curating email content
Teams typically spend hours scheduling and writing weekly emails to different customer profiles.
The problem with this approach is that, even if the rest of your strategy is sound, you can’t personalize every single email to each customer on the list — and any good marketer knows that personalized content performs better.
AI offers a solution: Algorithms record a subscriber’s website experience and email browsing data to determine how this prospect interacts with your content. This profile helps the algorithm detect which content is most relevant to the user, writing personalized emails that they’re more likely to engage with.
Personalized emails may be based on:
- Read blog posts
- Previous website interactions
- Initial interactions with branded email
- Time spent on site
2. Enhancing the Overall Customer Experience
Companies can take a multi-faceted approach with AI to improve the overall customer experience:
Personalization: Customers want a personalized experience when visiting your site or store. Using AI, you can build a more personal interaction for each visitor. For example, a return customer can place an order or access a device with face or fingerprint recognition.
Fix problems early: Well-designed chatbots stay one step ahead, creating seamless experiences for users and offering solutions to common hiccups on the path to a product purchase.
Streamline sales: When a customer decides to buy your product, the purchasing process must be pain-free.
3. Better Service and Higher-Quality Leads
If your company wants to implement a chatbot, it’s essential to design it well.
A good chatbot can gather lots of customer-centric data, including location-specific requests. AI can analyze common problems, identify patterns, and predict what problems underlie a user’s difficulties. Well-designed chatbots can solve many problems faster than a live chat representative.
Further, this data collection allows your business to personalize content marketing and generate higher-quality leads. These prospects are more likely to convert to paying customers and are always worth the investment.
4. Increasing Productivity
Artificial intelligence can proactively initiate a customer interaction, giving them the information they want or assist them with buying a product. Well-designed chatbots solve common questions and transfer unsolved queries to a human agent on the customer service response team.
When your customer service response team only has to focus on complex queries, they’re free to focus on other business areas, increasing productivity and enhancing customer interactions.
5. Generating Customer Insights
It can take months to understand the behavioral patterns amid all the numbers, but AI can cut this time down to days or even hours.
Significant companies like Under Armor, Sephora, and Urban Outfitters use advanced machine-learning engines to build actionable client groups from billions of data points. Data may include:
- Geo-specific events
- Purchase behaviors
- Previous communications
- Psychographic factors
- On-site interactions
- Source of referral
Algorithms can use this training data to develop systems that:
- Detect which types of customers should and shouldn’t be on a campaign
- Match a customer to the products they will likely use
- Avoid promoting specific products to buyers who frequently return items
6. Uninterrupted work
As AI advances, it gets less expensive and more productive. It doesn’t need to sleep or take breaks to eat or recover from illness, and it works around the clock in a way that no human could. Not only that, but well-designed AI also won’t make a mistake, working tirelessly with constant productivity.
You shouldn’t expect to replace your employees with AI, of course; AI works best when it makes everyone’s lives easier, ensuring employees don’t burn out.
Nearly every industry can benefit from the ways AI improves customer interactions. Undeniably, it pays to stay ahead of the competition; leveraging AI to enhance the customer experience will help you go far.