Ways to Use AI for Customer Experience

by Tyler P. A Passionate Blogger - Entertainment

Customer service and customer experience have become the major focus areas for many enterprises. In today’s scenario, an unhappy customer could lead to more such incidents, thanks to social media. One way of ensuring that customers are satisfied is by providing quality services pre and post-sales. Implementing it is not as simple.

As the customer base grows, the number of queries and complaints will also grow. The support team should be able to handle the increasing volume of calls, messages, social media tags, etc. where customers talk about their issues with the brand.

Artificial intelligence is helping enterprises handle this problem by providing an effective solution to manage customer support. There are many ways in which artificial intelligence is streamlining the business system and process for various enterprises. AI for enterprise applications is fast gaining attention from different businesses in varying industries.

From manufacturing to logistics to sales and accounts, AI is being used to automate repeated tasks and increase employee productivity. Though employees feel that AI would replace them and take away their jobs, it will not happen any time soon. In the current situation, AI and humans have to work in tandem to achieve the required results.

When it comes to customer service and experience, the support team ends up spending a lot of time on each query or complaint that ultimately results in the slowing down the entire process and annoying some customers. The need of the hour is to hasten the response rate and solve customer issues faster, without compromising on the quality of the service. The following are some of the ways in which an enterprise can use artificial intelligence to enhance the customer experience.

Improved Pace
Customers don’t like to wait. Whether it is during the call or waiting for a response mail/ message, waiting is frustrating. If enterprises can cut down the waiting time, it can make a lot of customers happy. By using AI tools, enterprises can now achieve what previously seemed impossible. Chatbots can send immediate replies to customers’ messages, collect the required information, and update it to the central database. Sending automated replies is another way to assuring customers that their message has been received.

Enhanced Customer Engagement
While resolving customer’s complaints faster is essential, having a proper conversation with them is also necessary. By integrating AI with CRM, the information gathered from customers can be used to create a comprehensive database that covers the likes and dislikes of a customer related to the products and services offered by the business. AI tools can highlight crucial information that can be used to enhance customer engagement.

Analyze Customer Behavior
How does the support team know which customer’s problem should be prioritized? How does the team predict what the customer might say or ask next? Having answers to these questions can help the support team in having ready solutions to questions customers might ask.

Cut Down Research Time
By using Ai for customer experience, enterprises can cut down the time each employee spends on finding the right answer to a customer’s query. It has been found that the support team spends a great deal of time searching for the answer to a customer’s question. By using AI tools, the answers for recurring questions can be automated. With the FAQs accessible with a single click, the support team can immediately answer a customer or let the chatbot handle it.
Enterprises can contact companies that provide exclusive AI tools and software to integrate artificial intelligence as a part of their customer service department and increase customer experience and brand loyalty.