How to Use Artificial Intelligence in Your CX Program

Artificial Intelligence (AI) can be a powerful tool for delivering great customer experience (CX). Here are 4 ways you should apply AI in your CX program.


Valerie Caswell

January 21, 2020

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Artificial intelligence (AI) is improving all the time and slowly making its way into our offices, activities, and homes. The idea of AI holds a lot of promises such as savings in cost and time for businesses as well as supporting skilled professionals by effectively executing the mundane routine tasks.

Artificial Intelligence has already been making an impression on the business industry with data collection for marketing and changing how people interreact with IT. However, there is huge potential for how AI can change and improve the customer experience (CX).

Experts in the field expect AI to become an essential aspect of customer interaction that is beneficial for both the business and the customer, improving satisfaction and loyalty.

Artificial Intelligence in customer service

Every business decision, including those regarding technology, should be made with the customer at the heart. The last few years and the rise of computerization has resulted in a huge increase in the amount of data that companies are able to utilize. The right data selection combined with advanced data science can make for a massive improvement in customer experience.

Artificial Intelligence in self-service

Historically, customer service has a reputation for being an unpleasant experience for people on both ends of the call. Customers call customer service about a problem or question only to be asked to hold for indefinite amounts of time before getting through to an overworked and stressed out customer service rep who inevitably has to pass them on to a seemingly endless number of operators.

AI has already begun to change this bleak interaction. “Many businesses now offer on-website chatbots for customers to ask questions and get an immediate reply via virtual conversation. The chatbot program is designed to replicate a real human conversation and is an extremely fast and hassle-free way for businesses to satisfy the immediate needs of customers,” explained Houston Morton, a marketer at Draft beyond and Last minute writing.

The chatbot system still has room for development since they don’t have the capacity to provide an answer for more complicated queries or issues. Currently, many businesses are combining automated and human customer service reps. The chatbox vastly reducing the workload by dealing with the majority of simple and fast questions while the human customer service representative has time to effectively help customers with more complicated issues.

Artificial Intelligence and Personalization

An exciting aspect of AI and one that has caused a lot of controversy about the continued development is the area of personalized content and marketing. AI has the ability to analyze an individual’s search history and the amount of time spent on sites and pages to make future recommendations for things that customers might want or enjoy.

Personalization reaches a range of online areas. It can be used for entertainment with recommendations from film, TV, and music streaming sites. Additionally, it is used for online shopping and customers can find suggested products on e-commerce that AI believes will be convenient or attractive to the customer.  It is designed to improve the customer experience by bringing all products and potential likes to the surface so customers have to do minimal searching and can conveniently find what they’re looking for.

Personalized marketing is also becoming much more mainstream. AI enables companies to understand people and send targeted marketing campaigns that are specified to their interests. Customers are much more likely to engage with personalized marketing as it cultivates the idea that the product or brand is tailored to them.

Artificial Intelligence and on-demand

One of the major positives about implementing AI technology in favor of using their human counterparts is that they aren’t held back by human requirements. An AI program doesn’t need to sleep, go for lunch or take bathroom breaks.

Nowadays, when so much of the world is on-demand, customers are no longer willing to wait for phone lines to open during working hours for their queries to be resolved. Having immediately accessible customer service is becoming essential for businesses to cultivate satisfied customers. “With increasing amounts of data available to companies, AI has the processing power to quickly find what the customer requires and deliver it precisely and without hassle. 24/7 AI offers the ultimate level of convenience for customers and businesses by reducing costs and increasing efficiency and availability,” said Maria Jimenez, a business writer at Researchpapersuk and Writinity.

AI currently has a drawback not being able to offer the empathy and understanding of a real person. However, experts forecast that AI will improve to understand the nuances of conversation, meaning and questions and will soon be able to emulate empathy and instinctive feeling so customers will feel listened to while receiving a fast and efficient service.

In conclusion

There is no doubt that artificial is here to stay. Its development is occurring at breakneck speed and its influence in business expected to continue to grow. there are many exciting future possibilities of AI within the business environment, but we can be confident that there will be a revolution of customer experience resulting in rapid and satisfactory interactions.

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Editor’s note: This article reflects the personal opinions of our guest author. 

About the Author

Valerie Caswell is a marketing professional at Luckyassignments and Gumessays. She enjoys reading and writing on different aspects of online marketing, technology, and entrepreneurship. A firm believer in lifelong learning and continuous self-improvement.

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