Artificial Intelligence (AI) is transforming the way businesses interact with their customers. AI analysis of customer data and context can provide highly relevant, targeted ads that are tailored 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. Telecommunications giant Comcast utilizes Pointillist, a customer journey analysis service, which records the steps of each customer in its ecosystem.
The service marks the time of visitor interactions and generates maps for each trip. By using AI to collect data and pinpoint where trips fail, for example with its mobile app, Comcast is able to quickly address experience issues. AI customer experience is the act of using artificial intelligence tools to learn more about and improve the customer experience. AI technologies can include machine learning, natural language processing, automation, chatbots, virtual assistants, and even customer experience platforms (such as Meltwater Radally). AI for customer experience is a way of using AI technologies such as machine learning, chatbots and conversational user experience to enhance the customer experience by making it more efficient and less complicated. AI is helping a variety of industries, from finance to sports to education, to renew the customer experience in one way or another.
Brands that are considering the use of AI chatbots to manage customer inquiries and general customer service requests should recognize that AI will never replace human interaction. By leveraging AI to better understand the customer, taking advantage of real-time decision-making and predictive analysis, offering a hyperpersonalized experience and using AI chatbots to attract the customer, the customer experience can be improved at all touchpoints and on all channels.