The following is a guest post by Ashley Halsey.
While artificial intelligence (AI) has taken off dramatically over the last few years and can now pretty much be found in any industry or niche of business from scientific applications to causal smartphone apps that can do practically anything you care to name.
However, how has it affected one of the most important aspects of business; we are, of course, talking about driving and managing customers. How is AI affecting the modern-day customer experience, and what do you need to know about it?
Today, I’m going to share everything you need to know.
Is AI Actually Being Used?
Mark Swarly, a tech blogger at Writinity and LastMinuteWriting, shares; “While there is an obvious increase in the use and implementation of AI among businesses, you may be interested to know that more than 45% of businesses throughout the world (retailers) have introduced it already, which is huge. The same study discovered that around 85% of all customer interactions would be handled by machines and AI by the end of this year.”
This, in turn, means that the global economy as we know it today will double by 2035 as a direct result of what AI is bringing to the table. While we are still in the early stages of the technology and seeing what it can offer, it’s already changing the game of business as we know it forever, and there’s no denying it’s here to stay.
Chatbots, Chatbots, Chatbots
I have to start with the most important change that AI has bought to the mainstream customer experience, and that’s chatbots. You will have seen them when you go onto a website and see the little chatbot in the corner pop up. Businesses on Facebook use them, websites use them, and you can find them in all industries.
The thing about the modern-day customer experience is the fact that anybody could try to access and connect with your business at any time of day, 24/7, and it’s important for your business to recognise this.
In the old days, if someone wanted to ask a question or find out more about your business, they’d have to wait till someone was online, phone up, or send an email, probably during office hours. However, this demand for instant communication is evident, which is why chatbots have changed the game.
“Chatbots are automatic, can handle endless customers at the same time, and provide key information which is customised to basically whatever you want it to say. Every good business in 2020 and beyond will need chatbots,” suggests Amanda Holder, an IT expert at Draft Beyond and Researchpapersuk.
The age of voice search is well and truly underway, and this has been mainly due to the introduction of voice and personal assistants. Whether you’re referring to the apps on our phones, such as Siri and Google Assistant, or physical devices that include models such as Google Home and Amazon Alexa, these are still, in a way, chatbots, but they are also so much more.
These assistants are much more human, come with their own personalities and can provide different answers to the same topic. Since they are AI, they can also learn to provide a better service. In the context of business, this is allowing people to access information and products quicker, contact businesses faster, and overall speeding up and optimising the entire customer experience.
Everything Faster, Better Predictions
AI is capable of handling insane amounts of data and processing it very quickly; far quicker than any human being, or even a group of human beings would be able to. When fed large amounts of data or gathering information on a user over a longer period of time, the AI can create a personalised service for the customer that gives them a better experience than it was possible to ever before.
The more personalised an experience is, and the more tailored it is to suit the needs of the individual, thus improving their customer experience. They’ll be much more inclined to see the businesses and products they’ll actually be interested in, and therefore much more likely to make a sale and to interact.