How Artificial Intelligence (AI) and chatbots are transforming the customer experience?

“It [AI] would take off on its own and redesign itself at an ever increasing rate. Humans, who are limited by slow biological evolution couldn’t compete and would be superseded.” Stephen Hawking

Indeed, how true it is! We all had some bad customer service at some point of time. From the hurried sales staff to products getting out of stock or getting effective after sales service, our anticipations as a consumer has increased enormously. And, this is in fact a reality. Just think about a time when you had contacted the customer support to resolve an issue. Today, businesses have started to realize the underlying the potential of AI or Artificial Intelligence, and it has become today the most prominent technologies to have a greater impact on the customer experience. Whether it is IBM’s Watson or Apple’s Siri and Amazon’s Echo, the truth is that Artificial Intelligence has been implemented into the everyday life and have brought life voice as the new user interface. Over so many years, the consumers have been complaining of bad customer service that has been a major hindrance for most of the businesses. From the time when it was invented, AI has come a long way into the marketplace. A recent report from the International Customer Management Institute (ICMI) and Oracle surveying contact center professionals found that over 85% of respondents want to implement AI to enhance customer experience, and 41% expect their contact centers’ use of bots and AI will increase in the next 12-18 months.

Here are few reasons how AI and chatbots are transforming the customer experience:

Increase customer loyalty

Today, chatbots are being increasingly been used by most businesses that takes away the lowly jobs from the contact support agents. Thus, it helps the agents to concentrate on more important tasks that in turn helps them to drive customer satisfaction. In addition, it helps the agents to collaborate more with the customers effectively.

Helps boost the morale of the agents

The use of chatbots today not only increases the CSAT scores but it also helps motivate the agents as well to do their job effectively. This in turn helps reduce churn among the agents and eliminates the need to train new staff.

Eliminate the waiting time for the customer

The AI powered chatbots can serve more customers at one point of time, which increases the efficiency. Thus, this helps reduce the waiting time and helps increase the CSAT scores.

Strengthen the relationship between consumer and business  

AI or chatbots also helps build relationships by taking care of smaller things that really matter to the customer thus increasing the brand value. For instance, AI powered chatbots can be used to stay in touch with the consumers by wishing them on their birthdays and anniversaries that provides a human element and thus strengthen the bond between consumer and company. The consumer is more interested in the product and more often recommends the product to others via various social media channels like Facebook, WhatsApp, Twitter, etc.





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