The power of Artificial Intelligence (AI) is transforming the customer experience, allowing businesses to gain a deeper understanding of their customers and provide them with more tailored services. AI analysis of customer data and context can help create targeted ads that are highly relevant to customer interests and needs. For instance, AI can use a customer's browsing and purchase history to identify their preferences, such as location, time of day, or device. AI also adds efficiency and productivity to business processes, resulting in a 9.4% increase in customer satisfaction and a 5.0% decrease in the user abandonment rate. More and more companies are recognizing the potential of AI to improve customer engagement and experience.
AI-driven customer experience platforms can be used to understand people and segments, target large customers, identify common customer questions and problems, generate solutions, improve retention, and offer better support with best-in-class customer service software. AI is also able to process data of various types, both structured and unstructured. A survey revealed that two-thirds of millennials expect real-time customer service, while three-quarters of customers expect a consistent multi-channel service experience. This goal is essential because 61 percent of customers will abandon brands after just one bad customer service experience. By leveraging AI to understand customers better and provide them with more personalized services, businesses can ensure that every new customer experience is the new reference point for their next experience.