Businesses can not survive with no customer. Many businesses have been looking to give their customers more efficiencies and insights. Technology allows those with a massive amount of data to take advantage of knowing their customers better as well as understand the customer behaviours and experiences well.
Thanks to the new digital era, the fruition of artificial intelligence (AI) and machine learning are delivering sophisticated devices, tools, apps and more, businesses of all sizes can benefit to make customers experience a better service.
Here is how to leverage AI and Machine Learning to better customer experience.
As Artificial Intelligence (AI) and Machine learning (ML) improve, customer service agents are able to use the best tool to automate tasks and focus on more innovative and creative endeavours. The future of work is changing, we now live in a 24/7 services. Businesses who adopt AI and ML to help deliver an efficient service will win the place.
Automation tools can help customer service agents manage repetitive tasks and spend more time to focus on complex tasks and build strong relationships with customers. According to Stats and Bots: Marketing automation drives a 14.5% in sales productivity. AI and ML are helping sales and marketers to create new efficiencies automation solutions.
Improve in-store experience
Customers are expecting a new and exciting shopping experience all the time. AI and machine learning have shaped the landscape and what the future of smart retail can offer a sophisticated in-store experience to shoppers. The future retail is already here. By adopting AI-powered tools, technologies can enhance the personalized user experience for shoppers.
According to Monimedia:
- 85% of customer interactions will be handled without a human by 2020.
- By mid-2018, “Customer digital assistant” will have facial and voice recognition.
- 70% of millennials appreciate brand using AI technology to showcase a store’s products.
- 32% of executives say voice recognition is their most-used AI technology.
- By 2020, AI markets will surpass $40 billion and reach a 20% CAGR by 2025.
- 59% of consumers state daily convenience as a top benefit of virtual assistants.
- 38% of consumers say they receive better purchasing guidance due to artificial intelligence.
- 79% of Generation Z are more likely to visit stores with interactive experiences.
Here is how the Internet of Things (IoT) can help retailers drive sales and builds customer loyalty.
Better customer services
Customers don’t like waiting too long when they are in trouble or in doubt, they desperate to get help. Fortunately, AI can help answer most of the general queries and make a customer happy by offering the best solutions. With the help of voice assistants and chatbots, customers can get the information they need without unnecessary hassle.
Chatbots and voice assistant are often used as a new form of customer service and engagement on social media and you can create own chatbot for free as well. Artificial Intelligence has transformed the way businesses serve their customers and continues to evolve with the latest ideas to give users a natural experience just like chatting with humans. AI Chatbot has been used to serve customers in a number of industries. Social media like Facebook Messenger opens an opportunity to create and develop your own chatbot and there are more than 34,000 messenger bots were created today.
According to Gartner: By 2020, the average person will have more conversations with bots than with their spouse. With the rise of Artificial Intelligence (AI) and conversational user interfaces, we are increasingly likely to interact with a bot (and not know it) than ever before. The digital experience has become addictive by entering our lives through smartphones, tablets, virtual personal assistants (VPAs) or the entertainment systems in our homes and cars.
Chatbots and voice assistants can also help business to optimize the huge numbers of data that lead to important decision making based on customer engagement and customer behaviours. When implemented well AI can perfectly meet customers’ expectations and enhance customer experience effectiveness.
Many businesses are turning to adapt AI and machine learning to help them deliver personalized customer experiences and increase sales. Machine learning algorithms and advanced form of AI, help businesses collect users data and learning from past experiences to create more relevant and personalized product recommendations.
AI and machine learning can help the brand create more customize and more personalized customer experiences. Today, we can see most of the products suggested to users on e-commerce sites and social media based on customer journey and behaviour. For example, KFC uses facial recognition technology to predict customer’s orders at the KFC restaurant in Beijing, China. KFC is partnering with Baidu (the search engine company) – to create China’s first smart restaurant. The AI facial recognition software can recommend menu items based on a customer’s estimated age and mood.
Smarter decision making
From tracking customer engagement to analyzing their interactions and reviews, customer service manager is able to understand the customer behaviours better. Artificial Intelligence is collecting users data and interactions that make the big data become the main issue for business decision making.
AI-powered CRM systems enable its automation functions, such as data recording, customer behaviours, customer journeys, contact management, lead ranking, and analytics. With the best AI-powered CRM tool, executives are able to predict a customer’s lifetime value, as well as sales and marketing teams, can work more efficiently through the features provide.
Happy customers will come back again and again. Consider the best AI-powered CRM tool and implement AI and machine learning to build the good relationship with your customers. Leverage your customers with sophisticated technology and give them good personalise the experience, make them loyal customers, and turn them to be your promoters. Over to you!