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Importance of AI in customer experience (CX)

   “Great customer experiences don’t happen by accident” – Forrester

Customer experience area is one that will get a complete shook up with the adoption of Artificial Intelligence by businesses of different sizes in all kinds of industries.

This article is therefore to highlight 5 ways in which enterprises can implement AI to render positive customer experience to their customers.

AI in customer experience(CX)

5 Ways AI and Machine Learning can improve CX


1. Personalization and Customization

Helps customers find exactly what they are looking for. Image recognition is one of the most rapidly improving areas of AI. A customer sees something they like, takes a picture, and the app’s image recognition software will find something similar from the company’s inventory.

2. Organise big bunch of data and provide analytics

Too much data? Artificial Intelligence and Machine Learning, in particular, is capable of filtering through enormous data sets that become available to organisations and make the most appropriate suggestions for each given individual at the right moment in the right place. These technologies can deal with vast amounts of data, sorting, analyzing, and extracting patterns far more quickly than humans can.

It can analyze customer sentiment during calls, transcribe them, and present you with a text file so you can read what people are saying. It can look at social channels and give feedback on what customers think. This is intelligence gained from your data to give you an accurate picture of what your customers think about you.

3. Never lets you run out of stock

Not having what people want is more than a supply-chain issue – it’s a customer experience issue, and it can lead to shoppers going elsewhere. AI’s ability to consume and analyze vast amounts of data means it can accurately and quickly predict customer buying behavior by using information such as weather forecasts and newsfeeds.

The analysis allows you to make sure you have the right inventory to match demand created by events beyond your control, such as the weather. AI is the ability to anticipate customer decisions based on their behaviour patterns and craft an offer for each particular individual that they won’t be able to resist. In the end, sales and the bottom line are what matters most to each company.

4. 24X7 customer service

Clients expect immediate solutions. They are exhausted from waiting forever on the phone, not being able to talk to the right person and not receiving the correct answer. That’s where artificial intelligence comes into action. Immediate, accurate answers with lower costs for companies.

You need a lot of people and space to run a 24-hour customer service operation. For many companies, that’s just not feasible. But chatbots don’t need offices, food, or sleep. While your humans are in bed, chatbots keep your call centers open.

Common options for AI in CX include front-end bots that handle first-level queries by providing answers to simple questions and frequently asked questions. This allows companies to reduce training and call handling time for service reps and an increase in the number of first-call resolutions. This helps businesses to provide customers with human-level interactions without real humans.

5. Humans are not replaceable

If chatbots can deal with routine queries such as “how do I reset my password” and “can I get these shoes in black,” your people don’t have to – freeing up their time to deal with issues that require a human touch to solve. Customers win both ways. They don’t have to queue for an answer that could be provided in seconds by a bot, and when they need human contact, they get it faster and for longer.

To sum up, the Artificial Intelligence will be revolutionising the Customer Experience field step by step until we get used to it so much that we can’t even imagine how we could have ever lived without it.