Three ways AI can improve customer experience and the number of people online is increasing at an exponential rate. Gartner predicts that by 2020, customers will manage 85% of their relationships with companies without interacting with people.
Simultaneously, there is a lot of publicity and promises surrounding artificial intelligence (AI) tools. Although these promises still have a long way to go, customer experience (CX) is currently one area that can benefit from artificial intelligence. Whether your business model is B2B or B2C, providing a highly personalized and truly outstanding customer experience is one of the most important things any business can take advantage of AI in 2021.
With synchronized data across all channels, there are three ways AI can improve customer experience
Sales: Omni-channel marketing
CEO’s and their IT teams play an increasingly important role in the continuity of corporate marketing, sales and customer service. Omni-channel marketing is a term that no IT leader should ignore. The concept of Omnichannel is to use all your channels, including online and offline, to provide your customers with a seamless and personalized buying experience. When your customers switch from one channel to another when dealing with your brand, your underlying IT platform will provide them with relevant and cohesive services.
As a large enterprise, it needs to provide the same level of personal service to thousands of people simultaneously. For such a task, artificial intelligence is your best friend, because its job is to provide scalable but customized solutions. Artificial intelligence understands each customer’s behaviour and predicts their needs, fine-tuning the algorithm according to each interaction. The key is to provide a seamless experience across all channels.
Insight: Customer Data Platform
Different from multi-channel marketing, the information of multi-channel marketing is static, while omnichannel marketing is dynamic so that each channel is constantly updated with the participation of each customer. Think of many independent channels where customer data is stored after purchase: customer service, technical support, product usage, online help, billing and payment, account management, logistics, etc.
It is impossible to require employees in customer-facing roles to understand the comprehensive history of any given customer. Therefore, artificial intelligence is the key to providing dynamic insights by discovering patterns and predicting large numbers of data points.
Explore how to use artificial intelligence to accelerate data preprocessing and data synchronization, including data sampling, filtering, normalization and standardization.
Service: Natural Language Processing
When you hear the term natural language processing (NLP), you might think of chatbots. But chatbots alone cannot take advantage of all the functions of artificial intelligence. On the contrary, when the customer upgrades the conversation to the agent, let the artificial intelligence “monitor” these conversations and provide suggested responses and related documents, and more importantly, provide previous participation history.
Connect the company’s call centre to the customer relationship management (CRM) department to provide a centralized profile for all customer interactions. Customer service’s key task is to allow artificial intelligence to learn by inputting more data into the model. When artificial intelligence cannot answer the question, the agent can obtain content from the organization and enter it into the knowledge base. The key components to achieving this include speech recognition, word segmentation, discarded word filtering, LDA, TF-IDF, and text summarization.
Artificial intelligence can help your company provide better customer service and provide materials for the next buying experience and drive revenue growth. The key is to consider these three ways to improve the customer experience, namely the virtuous circle of service, insight, and sales.