The use of Artificial Intelligence (AI) in customer experience is becoming increasingly popular, and for good reason. Data shows that 63% of customers use AI tools and don't recognize the difference. AI can provide a personalized and even empathic human experience, while also helping to identify and segment customers based on their behavior and psychological profiles. AI can also be used to make real-time decisions, offer predictive analysis, and create hyperpersonalized experiences.
Telecommunications giant Comcast is a great example of how AI can be used to improve customer experience. The company uses Pointillist, a customer journey analysis service, which records the steps of each customer in its ecosystem. By using AI to collect data and determine where trips fail, for example with its mobile app, Comcast quickly addresses experience issues. Big data (powered by AI) combined with behavioral psychology can also be used to better predict the response of customers to marketing messages.
This allows brands to create specific messages that are more likely to persuade and motivate them. AI chatbots can also be used to manage customer inquiries and general customer service requests, although it's important to recognize that AI will never replace human interaction. In addition, AI can be used to automate mundane tasks such as data entry or customer service inquiries. This frees up time for employees to focus on more complex tasks that require human interaction. AI can also be used to analyze customer feedback and identify areas for improvement in the customer experience. In conclusion, AI is a powerful tool for enhancing the customer experience by making it more efficient and less complicated.
By harnessing the power of AI, brands can better understand their customers, take advantage of real-time decision-making and predictive analysis, offer a hyperpersonalized experience, and use AI chatbots to attract the customer at all touchpoints and on all channels.