Forbes reported that nearly two-thirds (64%) of 600 business owners believe AI will improve customer relationships. The benefits of AI can enhance various businesses across industries.
Listed below are just a few of the benefits that AI can provide:
AI can look for specific information and data points involved in a customer request (query or logged ticket) that'll allow it to identify the nature and potential severity of the request. These could include common customer problems, such as delivery delays or refund issues.
The main benefit is that the AI can escalate requests to more capable hands (human agents) when appropriate. It also means that the more common customer queries are addressed without the need for human involvement. Therefore, they have more time to deal with more pressing matters.
According to HubSpot, 28% of customer service experts leverage AI to collect and analyse customer feedback. Managing customer sentiment is crucial for providing the optimal customer experience as it measures customers' attitudes and opinions towards a brand.
Gathering customer feedback can be time-consuming as it requires data from online surveys, social media, and product reviews. However, collating customer feedback can increase customer satisfaction when needs are addressed directly. This is where AI can be a highly useful tool.
Chatbots have changed the game in terms of enhancing the customer experience. The main goal of a chatbot or a virtual assistant is to provide the customer with the convenience of information. If the chatbot successfully directs the customer to the info they require, it should mean they have a better experience in navigating the website or app.
Therefore, the benefits of integrating chatbots into the customer experience cannot be understated. Unlike humans, machines are unaffected by fatigue and can operate efficiently 24/7. Bringing them in should mean reduced wait times and costs whilst increasing potential leads and sales for your business.
Due to the acceleration in AI technologies, more businesses are turning to artificial intelligence to improve not just their standard of customer experience but also the perception of their brand.
Here's how some global brands have harnessed AI to enhance their user experience:
Technology has gradually weaved its way into our lives at an exponential rate. The novelty of buying products and services from a human in a store is becoming less common with each passing year. Instead, more and more companies have opted for interactive kiosks. These algorithm-driven devices can offer a great user experience as most are accessible in numerous languages and offer seamless navigation between the respective companies' products and services.
McDonalds are arguably the most recognisable brand on the planet. They consistently place innovation at the forefront of the customer experience. In 2015, they began rolling out interactive touchscreen devices across their stores worldwide.
These machines were designed to give McDonald's customers the best possible experience across their restaurants. The upside to these AI-powered, self-service machines includes increased efficiency, faster service, and a more user-friendly experience.
From a marketing perspective, the kiosks are a dream. These machines can drive sales by offering customised product recommendations based on factors such as the other items ordered or the weather/season. Customers can also customise their orders, providing a more personalised experience.
Statista estimates that the interactive kiosk market revenue could surpass $45.32 billion by 2028, a staggering increase compared to the $28.34 billion worth of revenue reported in 2021. Therefore, it's safe to say that interactive kiosks will play even more prominent roles in the customer experience in the future.
Spotify is the world's most popular audio streaming service, boasting over 550 million users and over 220 million subscribers. The music-streaming service leverages artificial intelligence to provide its customers with hyper-personalised song recommendations. The AI does this by detecting the user's experience whilst interacting with various songs, artists and playlists within Spotify. It then suggests personalised recommendations based on that particular user's preferences.
It can be argued that this hyper-personalised experience that the customer receives sets Spotify apart from its competitors as the most popular music streaming service.
It can be a frustrating experience for a customer needing to locate a store assistant on the shop floor to address their needs. Macy's (American Department Store Chain) recognised this need as an opportunity and pounced on it by introducing a cognitive AI technology (aptly named "Macy's on Call") to help enhance the customer experience within their stores.
This smartphone-based virtual assistant can provide personalised and responsive answers to customer queries. It can inform customers about the necessary information (product location/availability) within seconds.
The revolutionary technology can be considered a win-win for the customer, the company, and the staff, and is an excellent example representing a company that has turned to AI to address a customer's need.
While AI technologies undoubtedly bring numerous benefits, such as the ones we have mentioned above, there are also various potential drawbacks businesses could face regarding how AI could affect the customer experience negatively.