4 Ways AI (artificial intelligence) Will Optimize Customers Experience In 2019
The recent breakthrough in artificial intelligence has opened a big opportunity for businesses, especially in the process of customers relation
service. As technology is advancing every minute at a rapid pace, AI has already emerged as a stronghold that is exceptionally impacting various organizations like e-commerce, finance, and other business sectors to create a better work experience.
Also, the improvement of AI on businesses cannot be overemphasized as it helps businesses to speed up their workflow and increase the ability to continuously learn and solve problems. Including the way we shop online, surf social media, and interact with our favorite brand.
In fact, Gartner predicts that by 2020, 85 percent of our interaction will not be with humans, and the average person will have more conversations with bots than with their spouse.
Also, analysts have estimated that global retailer spending on AI will reach $7.3 billion per year by 2022, up from just $2 billion in 2019. When it comes to where this money will be spent in the coming years, the majority of it is expected to be used to better the customer experience.
However, technology is advancing every day and the best way to make use of it is to advance with technology. I believe this article will help millennials and entrepreneurs to improve their customers' relation service.
Below, therefore, are 4 ways AI will optimize customers experience in 2019.
1. Chatbots will take the customers experience to the next level
A chatbot is a computer program or an artificial intelligence which conducts a conversation via auditory or textual methods. The programme is often designed to simulate conversation with human users, especially over the Internet.
“As we all know that recent business requires a new age communication that is fast and reliable in conveying of messages with customers,” says Nicholas Dutko of Vehicle Transport Services.
Therefore AI has implemented the use of chatbot for the organization to create better communication tools for their customers.
In fact, According to a report, 57 percent of customers preferred live chat to get their queries resolved. Today, every customer expects a quick and responsive service, and chatbots are well-programmed to provide that.
Moreso, it can also handle more tasks by sending follow-up or thank you messages after a transaction.
2. Organizations with AI will have more customers
Several businesses will use AI to customize the user experience, data analytics, buying trends, browsing history and to get more customers. Meanwhile, with AI on the minds of not only businesses but also customers, it’s definitely going to become a prospective advantage in 2019
In fact, automotive technology is steadily using more of AI, and it's now becoming one of the keys factor enabling auto transport companies to stay ahead in the race. These solutions, as they develop, will create new possibilities of generating revenue via superior customer experience.
If a prospective customer visits a vehicle transport company’s website and searches for a particular car or type of vehicle, the system is set to show recommendations that are customized specifically for their preferences. With this, the prospect will find the interaction more personal and is likely to show more interest to get in touch with the vehicle transport service and eventually close the deal.
3. AI Will Guarantee 24/7 Customer Support
We can't really rely on human performance when it comes to having a guarantee 24/7 customers support. Who doesn’t appreciate customer support with fast response and uninterrupted service? One of the surprising benefits of using AI for automating responses is its independence from time constraints and holiday offs.
In fact, according to a recent Zendesk study, as much as 42% of B2C customers showed more interest in purchasing after experiencing good customer service. The same study also goes to claim that 52% of them stopped purchasing due to a single disappointing customer support interaction.
However, AI will make it possible for customers to have 24/7 support in order to:
- Identify customers issue
- Respond with solutions and suitable products
- Resolve issues before they arrive
- Enhanced customer satisfaction
AI for customer service process brings comprehensive balance in the support system. While customers receive efficient solutions, agents fulfill their service commitments and relieve loaded support channels from the hectic rush.
4. Voice search will be the standard
Voice search is a speech recognition technology that allows users to search by saying terms aloud rather than typing them into a search field. With the rise of voice assistants and in-home devices growing in popularity, it’s a good time for businesses to invest in voice technology. In fact, 29 percent of consumers who own a voice-controlled device has used the device for online shopping, and 41 percent plan to use it for shopping in the future
This means voice search incorporates a more intuitive approach. Also, since people are busier nowadays and want a quick answer, voice search will enable shorter interaction – thereby saving their precious time.
With consumers and enterprises increasing every day. (it has been estimated that there will be over 75 billion devices worldwide in 2025), it is imperative for brands to carefully map their experiences for each device. And start to strategize how to increase their customer relation service to stay ahead of others.