Artificial intelligence and conversational commerce improves applications
by Larry Taggart Article writerWhen we think of applications of artificial intelligence and
conversational commerce the first customer-facing application that comes
in our mind is customer support chat services. Facebook chatbots or
Apple’s Siri and Amazon’s Echo are few of the applications that brought
AI into devices we use everyday with opening up new vistas for user
interface.
We have just started exploiting the potential of
artificial intelligence, and more promising applications of AI to
improve customer experience. These have already started changing the
industry dynamics. All these developments will take the business to the
next level without comprising on customer experience. Till now, customer
engagement has been managed with call centers, email, apps, etc. that
have helped organizations to scale their operations and somewhat
increase efficiency. But over the years, these have resulted in poor
customer satisfaction. They often dread calling up customer services.
When your call gets transferred to another department most often you
find yourself narrating your requirements or queries over and over
again.
All these have changed with the introduction of AI when
customer support chat has become intelligent, personalized and also
scalability that has improved the efficiency level. AI can add value and
revolutionize the system if it is backed by strategies that will have
an innovative approach to customer experience. To have better
personalized user experiences, predicting behaviors, trends and
expectations, new blueprint will be needed to exploit the scope of AI.
The company must have the right vision and intent to achieve it. AI can
find its application in mimicking human engagement and work as a hybrid
system where bots are partnered with human agents who help people in
artificial intelligence and conversational commerce functions like
buying unique gifts or choosing travel plans. In this case, human
engagement is strengthened by artificial intelligence.
Customer
support chat software have been developed by companies who have
undergone customer journey mapping exercises to identify areas where AI
pilots help the live chat agents. More and more of these systems are
going to drive the customers to self service with decreased level of
human intervention. Machine learning and data mining will make the chat
experiences more personal and will perform tasks and manage them
automatically. More intelligent questions and answers cue will be
provided to the agents so that they engage the customers looking at not
only sales but enhanced customer experience.
Artificial
intelligence and conversational commerce have finally arrived where
augmented engagement remains to be the central point. More innovations
can take place for both products and services and, more importantly,
predictive service and sales. If you wish to ensure an omni-channel
(multichannel approach to sales) and seamless experience for your
customers AI is the only path. Empower your customer support chat
executives with intelligent, up-to-date and correct responses at any
instances in the customer’s buying cycle. They will have more data with
them to know what the customer may need at specific point of time and
carry out the session skillfully. The software manufacturers will
conduct training sessions for your agents so that they become
knowledgeable to use all important features of the application.
Linking Artificial intelligence and conversational commerce has become extremely important. AI is a must now for a smart customer support chat application.
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Created on Nov 7th 2017 14:17. Viewed 512 times.