Top Three Ways Conversational AI Helps Improve Customer Experience

    Top Three Ways Conversational AI Helps Improve Customer Experience

    Conversational AI is an important part of every brand’s customer experience strategy. Brands can now think beyond basic conversations thanks to conversational AI. Chatbots engage and establish relationships with customers, which improves NPS and CSAT significantly.

    In the last decade, consumer behavior has changed dramatically. As a result of technological advancements, all industries are now embracing digital transformation on a large scale. According to a 2019 IDC report, digital transformation investment will reach US$7 trillion by 2023 as businesses expand on existing strategies and investments to become digital-at-scale future organizations.

    Customers are no longer concerned with which celebrity is endorsing a product. They expect the best experience possible at all times, both online and offline. According to experts, in a few years, customer experience will have surpassed price and product as the most important brand differentiator.

    Businesses today have shifted their focus from what they want to sell to what the consumer wants to purchase in order to keep up with changing customer behavior. Every company is now focusing on deeper segmentation and laser-sharp targeting.

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    Customers are increasingly favoring brands that are always improving their Customer Experience approach. Every business wants to attract and keep more customers, and a strong Customer Experience plan can help. According to PwC ‘s Future of Customer Experience Survey 2017/18, 86% of buyers are willing to spend more for an excellent customer experience. As more companies embrace digital transformation, customer experience (CX) will become more important.

    Conversational AI helps Improve CX

    Conversational AI is being used by companies in a variety of industries. CXOs are in charge of providing customers with a best-in-class experience and overseeing the entire client lifecycle. Let’s have a look at how Conversational AI benefits a CXO.

    Cost Reduction

    Conversational AI solutions can be used in a variety of situations. Handling Customer Support inquiries is one of the most prevalent use cases. Unlike traditional AI assistants, a chatbot can answer questions faster and more efficiently, be available 24 hours a day, and communicate with clients in their preferred language. A chatbot that is designed to handle large numbers of enquiries will always save money.

    Customer & Employee Engagement

    Employees are a company’s most valuable asset. Many HR processes can be streamlined and employee engagement can be improved using conversational AI technologies. This improves employee happiness, which has a good impact on CX.

    A sophisticated Conversational AI solution can help with customer engagement initiatives in addition to managing customer support enquiries. This aids in the development of a lasting relationship with customers that extends beyond a purchase.

    Purchasing Experience

    It’s difficult to attract people to the company’s ecosystem, and failing to convert visitors into customers is detrimental to the company’s success. Conversational AI has a wide range of applications, which vary by industry. Because of advancements in AI, machine learning, natural language understanding (NLU), and natural language processing (NLP), chatbots can now be used in a variety of industries.

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    The customer support chatbot can be used across several channels, allowing brands to build an omnichannel customer experience. AI-powered chatbots can provide assistance 24 hours a day, seven days a week, ensuring that customers can get answers to their queries at any time. This is a lot less expensive than hiring live agents that work rotating shifts.

    If a customer support query is complicated or outside the scope of the chatbot, a seamless process exists to transfer the query to a live agent depending on their skill set and current workload. This also allows customer service representatives to concentrate on consumers who want a detailed answer to their complex problems. The future lies on combining AI and traditional customer service

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