AI in customer experienceHaving 360-degree visibility to a user experience is crucial for making real-time decisions.

A customer’s journey typically begins with looking for the products or services which is online most of the time. Imagine you search for ‘your site here’ and your browser shows a list of websites such as YSH.co.uk, which does not even carry the phrase in their pages. This phenomenon, called Google Bombing, though assumed to be extinct, still exists. Search engines work based on algorithms, which are nothing but programs designed to catch user search patterns. Google searches have been improving tremendously with the implementation of AI in customers’ experience. Google can prevent the bombing incidences too, if only it can put AI to better use. This is just one example of how AI can influence a customer’s journey. It is being widely used by marketing and IT professionals to personalize and also incentivize a customer’s experience once he is at their doorstep. Here are the ways which highlight the significance of AI in a customer’s experience.

Understand your customers inside out:

Unlike traditional data analytics, the use of experiences is only possible with understanding social, historical, and behavioral data. Enabling brands to understand the customer’s expectation as it continuously learns from the data stored over time. AI allows us to anticipate a client’s expectations through learned patterns. Companies use social listening capabilities and processing NLP for ticketing vendors, to identify issues whenever they arise as a first step. According to Bain & co, the customers who engage with companies on social media spend 20% to 40% more on their product spend which in a way also translates into a reduction in cost per contact for companies.

Taking real-time decisions and predictive analysis

Having 360-degree visibility to a user experience is crucial for making real-time decisions. Combining AI with predictive analytics, the marketing heads can get complete access to a customer’s behavioral patterns. Business leaders are able to take proactive decisions instead of reacting to an issue that happens with conventional data analytics. How easy would it be for a quality control manager to identify a problem with a customer’s experience even before the customer has the problem? Though sounds like an impossible concept, the use of AI in customers’ experience revolutionizes business. Precognitive’s Decision-AI application recognizes an event in less than 200 milliseconds. This feature which can be integrated into a website using API was hugely successful in fraud reduction.

AI chatbots

AI-enabled chatbots have become the leading technologies of AI to generate leads and keep customers engaged. According to the MIT Technology Review survey, in 2020, 73% of business leaders opined that by 2022, chatbots would be the widely used AI application in companies. This makes me wonder why a simple technology holds so much potential for a business environment. With Chatbot analytics, a user will have a personalized experience. What if the person wants to change the topic of conversation and the bot on the other side couldn’t take a hint?

Hyper-personalisation

It is not any novel concept. Anyone who places an order on Amazon is well aware of how algorithms understand your needs and customers are only left wondering how it comes up with all those relevant suggestions. With seamless processes in place for every issue a customer can have, it has almost zero pain points for a customer. If you get personalized e-mails from a jewelry vendor just because you were enquiring about gold prices, you have only to blame or rather appreciate hyper-personalized algorithms.

As long as companies understand where to draw the line between oversharing the data and ensuring the pleasant experience of a customer, artificial intelligence will only prove to be the savior of entrepreneurial trendsetters.