4 Ways to Use AI to Enhance the Customer Experience
If the numbers are any indication, you might think chatbots and voice assistants were poised to take over the world. Since the start of the pandemic, nearly a quarter of businesses have increased their spending on artificial intelligence, and 75 percent plan to continue or launch new initiatives post-pandemic. Global spending on AI is expected to double by 2024.
AI is quickly becoming a cornerstone of customer service especially, but consumer sentiment is mixed. Fifty percent of customers believe chatbots and VAs make it harder to resolve an issue, but 37% say they’d prefer to get immediate help from a bot than wait on a human. AI might be growing at an unprecedented pace, but that growth will only continue as long as the tools enhance — rather than detract from — the customer experience.
Forward-thinking companies understand that AI is only worth implementing if it makes the customer experience better. Here are four CX-friendly ways you can incorporate AI.
As online retail becomes more competitive, brands are turning to AI to enhance the quality of their online shopping experience. Amazon pioneered the use of AI to provide tailored purchase recommendations with its “Customers Also Bought” section. It also uses AI to adjust its pricing so that it’s always competitive.
These innovations don’t just drive more sales. Personalized recommendations create a more pleasurable shopping experience, and consistently low prices provide a layer of comfort. Customers know they’re bound to find something they like at a reasonable price.
But online retailers aren’t just being judged on price and personalization; consumers also expect them to be responsive. Research shows that consumers prefer to interact with a business in real time while making a purchase, much like interacting with a sales associate in a brick-and-mortar store.
By adding automated chat functionality to your store, you can help your customers find answers to their questions while they’re placing an order. This gives the impression that your brand is always there for them, even during a late-night shopping binge.
Customers don’t just expect instant gratification when making a purchase; they also expect lightning-fast customer support. In a recent survey, more than half of respondents said the most frustrating aspect of customer service was the slow response time or waiting on hold. Today, 90% of consumers say getting an immediate response to a customer-service question is “important” or “very important.”
One advantage to chatbots is that they are available to assist your customers 24 hours a day, seven days a week.
