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How Top Brands Use AI to Enhance the Customer Experience?
As we move towards a digital world, the relationship between businesses and customers has been changing over the last few years. With customers' prospects higher than ever, companies need to find new ways to interact with them and improve their processes and accommodations' efficiency and quality. It’s in this context that several organizations are commencing to board the AI train to enhance their customer accommodation with more keenly intellective experiences and process automation.
AI changes the way Businesses respond to customer queries
Customer service agents can authentically only handle one customer accommodation call or quandary at a time. AI, in its sundry incarnations, gives customer accommodation departments the facility to do more, thus ameliorating the customer experience.
Chatbots, for example, can handle multiple queries at once. This is a preserving grace for businesses that have diligent call centers and struggle with wait times. If a question is too involute for a chatbot to process, a live representative can step in and address the issue.
Artificial intelligence takes data and utilizes it to identify the best representative available to address the customer’s needs. It then provides the rep with obligatory background information afore they interact with the customer. This preserves time and manpower, as well as avails the customer to address issues more efficiently.
- The Nike brand, the world’s largest sports apparel company, is at the top of its game. Thanks to artificial intelligence (AI) that fuels its customer engagement efforts, the brand is still growing in more than just revenue.
Some of the Nike customer experience key features that AI is impacting significantly are:
- Personalized Recommendation
- Life-like Virtual Auxiliaries
- Better Scalability Through AI Data
- Contextual Pertinency Avails Personalization
- AI-Predicated Insight for Betterment of Customer Activation
- Sephora is utilizing chatbots to talk beauty tips and purchase suggestions with users, availing to take the edge off of the sales pitch by making it into more of a personal conversation (like it would be in-store).
- BMW is one of the biggest companies which uses AI. Let’s look at how they do it. The famous German car manufacturer engendered an opt-in system and personal mobility companion called BMW Connected, with the goal of amassing data about customers and their cars. It is optimized for cars from 2014 and on, and it has many functions such as locking and unlocking the car and activating the air condition systems. BMW and its partner Here Maps are availing automated cars to learn everything about the location. The AI can take the steering wheel to steer the car by itself and alert the driver whenever it requires avail.
- Spotify uses AI and deep learning to provide recommendations for similar music based on the user's previous experience.
- Epson’s AI-Based Automated Emails: It’s no surprise that email automation has become a potent force in the 21st century. But typically, the recipient can tell if they’ve received an electronic mail from a person or a bot. Today, though, technology has given businesses the potency to send out plenarily automated electronic mails that seem akin to they’re from an authentic person. Printer manufacturer Epson visually perceived this firsthand when they worked with Conversica, a company that specializes in automated electronic mails that come across as so authentic that they have a replication rate of 35 percent. Epson’s internal numbers rose dramatically — thanks to Conversica’s work, Epson optically discerned a 240 percent increase in its customer replication rate and a 75 percent increase in its number of qualified leads.
- Amazon: AI & ML are changing every aspect of Amazon’s business, from its products, warehouse, to its Echo smart speaker. Since its earliest days, Amazon has utilized Machine Learning to come up with product recommendations predicated on the products that the users have already relished. The technology abaft those systems has been updated every now and then to make its functionality much preponderant. These days these recommendations have become more dynamics all thanks to ML. Another Amazon-powered product is Alexa, a voice assistant, she gives Amazon Web Accommodation users access to cloud predicated implements, sanctioning shoppers to prehend items and ambulate immediately out of Amazon Go stores, guide robots carrying products directly to the fulfillment center, and a lot more. One of the major reasons why Amazon has ascended to a near trillion-dollar company is because of its
Amazon Web Accommodations, which a cloud storage and server provider. AWS has become a cloud storage standard for a plethora of companies and this most because these companies want access to the same technology that powers Amazon’s Alexa, Amazon Prime Videos, and Amazon.com. AWS is being used across an abundance of industries – retail, fashion, regalement, genuine estate, health care, and more. Their customers have a variety of AI competence. Some of them are experts having a Ph.D. in Machine Learning, and some of them are developers. Amazon has tailored its Machine Learning and Artificial Astuteness accommodations to match the desiderata of their customers.
Conclusion: AI is the key to efficaciously harnessing customer information and astronomically immense data to distribute a great customer experience. An AI-powered customer accommodation center will ascertain that customers get serviced efficaciously. AI solutions are a great way to remain competitive. More companies now are looking to amend customer experience to get adhesion and trust from their customers. Having to implement data-led marketing innovations as a component of the marketing strategy will enable great results.
AI evolves to accumulate many opportunities for customers by amalgamating customer data to chalk out customer journey maps, minimize customer wait times, make customer interactions simpler, and enhance customer engagement. Ascertaining these elements are combined and will enable a simpler CX for users.
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