With that in mind, may AI-enhanced customer experiences be the key to increasing your brand's user engagement, retention, and conversions?
Let's look for answers in this article. what artificial intelligence is and how it affects customer experience. Then we'll show you some examples of how AI can help businesses connect with their customers and increase engagement.
More and more businesses are interested in learning about the fundamental mechanics of AI and how to apply the technology to improve consumer engagement and experience.
What Exactly Is AI in Customer Experience?
The process of employing technology (including machine learning) to create an intelligently informed and better user experience at every touch point is known as AI customer experience.
A well-known customer experience (CX) fact is that 80% of customers feel they are more likely to buy from firms that provide a personalised experience. AI provides the technology and sophisticated insights to assist you in making that objective a reality for your users.
AI is a game changer in our always-on, hyper-connected culture. Leading brands are embracing AI as a means to provide their customers with an experience that is both relevant individualised.
An Example of Artificial Intelligence Customer Experience
Imagine Taylor has finally discovered a particular kind of fair trade coffee she enjoys. When she checks her email one morning, she sees a message from the brand telling her that it might be time to reorder so she doesn't run out.
She begins her morning routine and discovers she is running low on coffee. Later, when she visits the company's website, it identifies her IP address and displays a reminder of her previous order, saving her from having to search for her favourite roast. She placed her order in a matter of seconds, and her products are on their way.
Taylor's experience was customised by the coffee business using AI by tracking her order frequency, messaging her a polite reminder when it was time to renew, and remembering her most recent purchase. Behind-the-scenes customisation made her shopping experience feel both customised and straightforward.
9 Ways AI Can Help Businesses Improve Customer Experience
Despite the fact that AI and machine learning (ML) are powered by technology, they help to provide a more tailored customer experience that can feel surprisingly "human." In fact, Hubspot reported that 63% of people who utilised AI-powered services such as chatbots were unaware that they were using AI. With AI technology continuously developing, that figure is likely to be considerably higher today.
Here are some of the amazing ways AI can assist your company in creating a meaningful customer experience.
1. AI Assists in Predicting Customer Behaviour and Needs
Predictive customisation is an artificial intelligence (AI) tool that can make a customer's experience feel as though it was custom-made for them.
AI can forecast what it consumer might be interested in or alert them when it's time to reorder by analysing factors like past purchases and behaviour. Streaming services can recommend movies and television shows to view, as well as new music and podcasts to listen to.
Discover how behavioural analytics can help you uncover customer trends.
2. AI-Powered Insights Enhance Decision Making
Not long ago, we relied on manual data collecting, intuition, and a healthy dose of guesswork to make key business decisions.
Today, investment in Big Data and AI is nearly ubiquitous among major Fortune 1000 businesses – 99% of companies claim that they are actively investing, and another 91.9% report that the pace of investment is accelerating.
Your insights can now become much more data-driven thanks to AI and machine learning. AI can assist you in analysing user activity to uncover trends, swiftly identify problems, or give insights that can help you improve the user experience of your website or app.
3. The capacity to communicate via multiple channels increases engagement
Your clients are likely to interact with your brand in more than one location. They could contact you through your website, app, social media platforms, and customer support platform.
AI can assist your company in smoothly connecting all of these channels to create a fully omni channel customer experience. How? By giving the impression that your brand's individual channels such as social media, email marketing, and support are connected and regularly functioning as a cohesive whole.
4. Marketing is becoming more targeted and efficient
AI has proven to be quite beneficial in understanding and influencing client behaviour. In fact, a 2023 study discovered that marketing tailored to individual personality types was more convincing and successful, resulting in better click-through and conversion rates.
When Big Data (powered by AI) meets behavioural psychology, you can better predict your customers'reactions to marketing messages. AI can assist you in identifying and segmenting your clients based on their behavioural and psychological characteristics.
You may obtain a deeper grasp of their needs and interests,and then generate customised message that is more likely to persuade and motivate them.
5. AI Strengthens Customer Retention Efforts
As AI grows at a breakneck pace, so will your capacity to retain clients. By identifying pain points,machine learning algorithms may now efficiently assist firms in identifying and avoiding problems that could lead to churn.
AI allows you to locate and prioritise based on actual data rather than guessing. Uninstall tracking,for example, converts user loss into important knowledge that can help you not only solve client retention issues but also devise successful methods to get them back.
6. Pre-qualifying Leads Increase Conversion
Making a transaction should be a simple, stress-free experience for your clients if you want to provide your firm a competitive edge. Popular or necessary retail products may sell themselves, but what if your product is new and its benefits are unknown?How will you foster trust?
AI chat bots can assist in answering client questions by using reprogrammed questions and answers. Your organisation can validate leads using the AI-assisted Q&A process.
As your chatbot answers questions, it also ensures that your product is a good fit before directing a new customer to sales. You save both your customer and your sales team time by using AI chat to assist with pre-sales queries.
7. Content is becoming more personalised
Is personalisation important? Absolutely! And, while privacy is important to us, so is the sense that we are more than just a number. Personalization appeals to 90% of US customers, according to a Statistic survey.
AI alters the game in many ways by allowing you to thoroughly evaluate client behaviour and interests and then give customised content such as:
- Product suggestions
- Suggestions for relevant written, audio, or video content
- Marketing emails with a specific audience
Assume you've spent sometime browsing frames on your favourite eyeglass retailer's app. It's no coincidence that you later get an email from them encouraging you to read an article about the best frames for your face shape, followed a week or two later by a notice about a great deal on those cat-eye frames you look fantastic in.
8. Your Customer Engagement Skills
Consider the possibility of nurturing your consumers through every stage of the customer life cycle. AI-powered solutions give you the ability.
If you're a company on boarding a new customer, you might lead them to a video instruction or a step-by-step walk through once they've registered. Then, to help them make the most of your product, you could follow up with an email drip campaign that highlights one key product feature every few days.
Later, you could send them personalized insights based on how they've used your product, as well as targeted premium upgrade offers.
The customisation you provide at each touch point, guided by AI, makes your customer feel connected to your brand.
9. Workflows are becoming more efficient
AI can eliminate the need for human intervention to address a customer service problem, resulting in abetter customer experience and more efficient internal procedures.
We've already discussed how artificial intelligence may assist you pre-qualify sales leads. It can also assist your consumers in navigating support inquiries.
AI chatbots can answer frequently asked inquiries and refer consumers to internet sites for assistance. As a result, your customer care team will have fewer requests to handle, allowing them to focus on higher-priority customer demands.
AI chatbots can also help guide support inquiries to the appropriate department or provide information about a support request to the agent before engaging the customer, helping to speed the support process.
Various Industries Using AI to Improve Customer Experience
When discussing industries that AI is revolutionising, the first business category that comes to mind is retail.
Using a plethora of transnational data and machine learning, the technology allows for the tracking and analysis of customer purchase history and behaviour, which aids in determining when and what promotional offer/message to deliver in order to capture the attention of customers and thus gain a higher ROI.
AI is revolutionising healthcare in a variety of ways, with user experience at the forefront.
By making it easier to examine the patient's health history and come up with medical treatment (or surgery) that has a higher likelihood of success, technology is proving to be the nervous system of the healthcare user experience ecosystem.
It also assists healthcare companies in delivering the finest assistance to each patient in the form of Virtual Nursing Assistants, taking care of everything - from notifying about medication intake timings to sharing real-time health data with the relevant doctors.
AI and its subset, Machine Learning, are also going above and above to provide an exceptional consumer experience in the Entertainment area. Netflix is an excellent example of this.
The Entertainment platform may learn about the user's behaviour, requirements, and expectations and then display customised options on the screen. This increases customer retention while also increasing consumer loyalty, resulting in increased revenues.
4. Mobile Finance and Banking
AI is also improving the user experience in mobile banking and finance apps. Chatbots, a type of technology, are assisting users 24 hours a day, seven days a week in determining the best financial plan for themselves.
It also detects and reduces the risk of fraud in the processes,leading in higher customer engagement and retention rates.