We can safely say that “Artificial intelligence has taken the business world by storm.” It has evolved into one of the most powerful business tools in the world. AI can be defined as nothing but a disruptive technology that is changing the way businesses do pretty much everything. Among the top of the list is the fact that AI is overhauling the entire customer experience. We all understand just how valuable the customer experience is to businesses, so it’s important to note that artificial intelligence has provided us with a way to improve the entire journey vastly.
By the year-end, nearly 40% of all business-related digital transformation initiatives are expected to incorporate AI. We also expect almost all customer interactions to be handled by this technology, removing human interaction.
The reason AI is so powerful is that it can process and analyze huge amounts of data from every source imaginable. This includes predicting behavior. Let’s look deeper at some of the ways that marketing utilizes the full potential of AI.
Chatbots Have a Huge Impact on the Customer Experience
Customers love a streamlined buying experience, so businesses that can automate it are going to make a positive impact. As long as the experience is hassle-free, people will love it. Chatbots are a great example of AI customer engagement. They are programmed with conversational algorithms that can be used in several different customer scenarios. For instance, we see them used in customer services outlets to handle complaints and eliminate unnecessary delays. When businesses can automate these processes, they reduce their overhead costs because they don’t have to train employees to handle these issues.
Artificial intelligence uses a process known as predictive personalization to monitor customer behavior and then predict their next series of actions. This level of customization makes the overall experience feel as if it’s catered to each customer. Amazon uses this technology to create a fully immersive experience for its shoppers by monitoring a visitor’s behavior on its website and then placing them into specific marketing channels. It’s how they can send information about products that customers are interested in.
Analytics Provide Key Customer Insights
Artificial intelligence and business analytics go hand-in-hand by providing marketing professionals with the right insights into their customers’ behavior. Not only will they monitor behavior, they automatically compile reports and ensure that the right people see them. That way, leaders can make better decisions moving forward.
AI customer engagement analytical tools include things like text analytics to sift through complex data structures to identify key metrics.
Voice, Visual, and Text Engagements are Essential
We now have the technology to analyze conversations and determine the sentiment behind them. For instance, algorithms can be written that detect specific facial expressions in face-to-face communications and can detect nuances in vocal conversations. The benefits are that these systems will route these people to the right places. This will build customer satisfaction since customers want a seamless experience. They don’t care if a system is automated as long as it provides them with what they need.
A Quick Guide to AI Customer Engagement
Now that you understand how artificial intelligence is used to improve the customer experience, let’s focus on getting your business! Most of these steps can be done in-house, but some companies might find it beneficial to bring in an outside provider like the Research Optimus Team to help set it up.
Step 1: Personalize the Customer Experience
Artificial intelligence can be used to personalize content. People no longer have to spend hours researching to find a product or service that makes their lives easier. Look at places like YouTube and Amazon to see how they flawlessly provide recommendations based on your history.
Therefore, your business needs to put in systems that fully utilize AI to offer personalized content. Customers are more likely to buy from a business that has products or services targeted to them.
Step 2: Use Chatbots to Augment Customer Service
One method of collecting data is through chatbots. These virtual systems are designed to talk to leads when they visit your website. I’m sure you’ve come across them at one page or another. Chatbots serve as a guide for your customers, leading them all of the ways through the journey. They create awareness, interest, and help the customer decide to take action.
Chatbots can be installed on the backend of several areas of your website – from lead generation pages to inventory management. They will then relay essential information to the right people.
Step 3: Utilize the Power of AI Through Virtual Assistants
AI can continue the cycle of personalizing a conversation with potential customers by serving as a sales assistant. For instance, the Research Optimus Team can install technology that uses both machine learning and Natural Language Understanding to interact with customers. This definitely frees up your team to focus on hot leads while the automated system will communicate with cold leads.
Step 4: Use AI-Enabled Analytics to Identify Customer Insights
Customers leave a rather large digital trail wherever they go. Companies that learn to follow this trail are more likely to make a sale. Therefore, having an AI system that analyzes and identifies customer insights is worth its weight in gold. Analyze data like feedback, service requests, and interaction times to discover what your customers are doing when they are online.
These AI tools make it much easier to manage customer data and ensure that it’s being delivered to the right departments. Then your marketing team needs to use that data to make marketing-based decisions.
Your business needs to invest in the right tools so that you can tap into this powerful asset.
Putting it All Together
Customer interactions used to be extremely slow and required a substantial amount of resources to manage. But today, we’re seeing AI take the customer experience to a whole new level. There is an unlimited number of AI customer engagement tools at your disposal, so make sure to do the proper research to utilize them fully. Business success has become dependent on improving the customer journey.