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Transforming Customer Experience through AI
AI has been around for decades, but brands have only recently started to realize its influence in providing satisfactory consumer services. Gartner recently predicted that by 2020, customers will manage 85 percent of their relationships with an enterprise without interacting with a human. Today, with the implementation of AI, there is a rapid change in the way businesses engage with customers. The present-day customers are highly unpredictable; they want personalized engagements and quick solutions to issues and queries. AI is helping do that by understanding each customer’s unique needs and interests and providing services accordingly—leaving customers not only satisfied but also pleased by the whole experience.
Earlier, automated systems could only answer to customers with basic canned responses to predictable questions. However, today, customers can ask complex questions and queries and receive a response that is more relevant and detailed. For instance, Natural language processing (NLP) and AI together can analyze a customer's question or comment, and break it down into individual components. The AI program can then make suggestions based on the interactions, existing response templates, and other available customer data, leading to a seamless interaction between man and machine.
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The chatbot is another rising technology that helps enhance customer experience. These automated virtual assistants are designed to provide immediate responses to customer queries. The more information a chatbot receives; the better is its accuracy and responses. For instance, through messaging apps such as Facebook Messenger, chatbots are now able to check the weather, flight schedules, and bank balances. Additionally, they also help customers track their parcels and receive personalized updates regarding where their package is in the delivery pipeline.
AI is also helping in organizing data across thousands of interactions and drawing actionable insights about customers’ wants and needs from previously disorganized, voluminous data, thereby providing users with a refined experience. With the vast potential of AI, it is foreseen as the next big thing for organizations to improve customer service operations and gain immense benefits.
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By Marian F. Cook, Chief Strategy Officer, State of Illinois