Customers can be helped at every stage of the customer journey—from selection and purchase to ongoing use to customer service and support—by integrating intelligent automation into customer interactions.
As customer experience has become the new battleground for businesses, enterprises are leveraging intelligent automation to help customers with all services throughout the customer journey to assure customer satisfaction, loyalty, and retention. When companies deploy data and artificial intelligence (AI), they improve their capability to respond in an agile manner throughout the customer value chain. These abilities of intelligent automation elevate the customer experience process in ways that strengthen the company’s top and bottom lines by reducing costs and offering proactive customer support boosting wallet share while collecting data to guide future product design.
Intelligently automating
By determining how companies might leverage intelligent automation (IA) in all business processes, enterprises can enhance customer experience.
To improve CX, promote loyalty, and guarantee ongoing revenue streams in the future, various operations, including product consumption, maintenance, customer transaction, and data service, could be integrated on the same platform.
Improved Speed & response quality
Social media and other forums are being used as the most helpful platform to assist customers with an avenue where they share their feedback, either its appreciation or dissatisfaction. When considering customer service, an area that many businesses struggle with is the speed and quality of response that they are providing. Adding resources mitigates the impact in the short term, but this is not a long-term solution to success. However, with Intelligent Automation (IA), some solutions that significantly contribute to customer experience can be implemented.
Chat and FAQ Support Automation
Intelligent automation in the form of chatbots helps greatly since chatbots can respond 24/7 to customer requests, improving the response time for customers. AI-powered chatbots also assist in automated self-service. Chatbots paired with self-service tools are particularly potent at helping customers deal with issues. IA can help to manage high-support ticket volumes by automatically answering basic queries, while referring complex tickets to the live support team. RPA helps deliver better customer experience by delivering the correct information as per user requirement.
Also Read: Artificial Intelligence (AI) Challenges in B2B Marketing
Intelligent routing
Intelligent routing proceeds further by analyzing specifics about the caller, such as where they are calling from, which language they are speaking and what type of query they have. Then they can route the call automatically to the agent who is best equipped to resolve that query. This helps customer to have a great experience, with more convenience.
Data migration
Enterprises often migrate their data to new storage locations within their data centers, comprising processes such as selection, preparation, transformation, and transfer of large amounts of data. Intelligent automation technologies help in regulating this process with a high degree of reliability and consistency without any loophole for human error.
Unified Customer Profile (UCP)
Intelligent automation helps enterprises automate the collection and curation of user data such as name, email address, phone number, location, etc. In this manner, enterprises can achieve better customer engagement with relevant promos and information. At the same time, resolving customer queries while offering a contextual and more personalized engagement.
Also Read: Revolutionize Digital Customer Experience (CX) with a modern eCommerce MarTech stack
Procure to Pay (P2P)
Intelligent automation framework assists in various procurement and sourcing-related processes such as requisitioning, purchasing, receiving, and accounting. By automating P2P processes such as vendor evaluation, sections, invoice, and payment data extraction, etc.; enterprises can reduce manual effort and human error, and improve process efficiency and cost-effectiveness.
Omni channel
As seamless experience is in high demand by the customers, the Intelligent Automation tools integration across all the different customer touchpoints, customer requests, and records can be updated in real-time, improving the overall customer experience.
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