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From ordering food online to delivering goods to your doorstep to recommending products, Artificial Intelligence (AI) has helped us in our day-to-day lives. It has transformed businesses and customer experience with its latest tools and techniques. It has significantly shifted the relationship between business and their customers. It has also impacted the way companies address their customers, not only in the service industry but across all businesses.
Artificial Intelligence is slowly gaining popularity. It is the next major step in digital technology. It plays a crucial role in understanding your customers, looking for solutions, generating leads, strategic planning, managing costs, and building customer loyalty.
A report by Microsoft stated that “By 2025, as many as 95 percent of all customer interactions will be through channels supported by artificial intelligence (AI) technology”
In the article below, you will learn more about Artificial Intelligence and its effect on Customer Experience.
What is the effect of Artificial Intelligence on Customer Experience?
Artificial Intelligence combines with technologies like machine learning, deep learning, and natural language to scale up businesses, help in real-time data-supported decision making, process enormous amounts of data, curate content, and the next level up in industrial automation.
- Curating Content
Artificial Intelligence (AI) has developed to such an extent that AI models can show us a high degree of accurate content relevant to us. It uses the data from our search history, the browsing activities performed by us, and every digital touchpoint . It then narrows down its search to give us the right piece of information. Well-known companies like Amazon, Netflix, Nykaa, Google, and Flipkart recommends content or sources that fulfill our demands and add value to our lives.
- Personalized Recommendation
Personalization can be overwhelming and a time-consuming process. With the help of AI, this need has been simplified (refer our previous blog on personalization) and, it has become easier to target the right customer.
For example, Sephora, a French-based cosmetic company has created its personalized tool called ColourIQ. This tool helps a customer in finding the right shade of foundation and concealer for their face. It gives a personalized recommendation and narrows down their choices. It saves money and builds customer loyalty to the brands. Companies are exploring real time immersive experiences in Omniverse and metaverse.
- Performing Repetitive Tasks
Repetitive Tasks are often monotonous and tiring. It can interfere with the productivity and personal growth of an employee. They have to prioritize and pay attention to the overall development of the company.
So, using AI can help employees make smarter business decisions and carry out these duties swiftly.
The Bank of America uses an AI-based financial bot called Erica. Erica implements their machine learning techniques to serve the customers based on their requirements. It can help customers with their bill payments, transactions and can also create credit reports.
- Automation
Artificial Intelligence uses machine learning to automate tasks that require intense labor. It saves time and money. Business leaders believe that automation will reduce the workload of their employees. It has tools that will help employees focus more on strategizing, planning, and productivity.
A report by Gartner stated that “ 69% of all managerial work will be automated by 2024.”
- Availability of 24 x 7 support system without interruption
Nowadays, all customers have very high expectations from businesses and organizations. They expect an immediate answer and want their problems to be solved quickly at any time of the day. It is also not possible for human customer agents to be available all day. It will hamper their progress and, the process can be slow.
Artificial Intelligence uses tools like chatbots and voice assistants to cater to their needs and fulfill their requests. They can work the whole day without getting tired. Their services are available 24 x 7 to anyone who requires assistance. For example, Food applications like Swiggy and Zomato have chatbots that communicate with their customers like humans. They can send SMSes, updates and answer all the queries a customer may have.
Artificial Intelligence has changed the way businesses think. No industry can operate without it. It has become a necessity. The tools provided by AI have helped organizations focus on marketing behaviors, automated tasks, personalized recommendations, and help in finding potential customers. At Omniscopy we thrive in areas such as Customer experience automation, business to consumer mapping, autonomous journey recommendation engine that can process data and touchpoints at scale, what are your AI needs? Write , share , comment.