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Enhancing Customer Experience, The Artificial Intelligence (AI) Way

Jul 19, 2017

Organizations with a customer-centric strategy deliver value, enhance customer experience (CX) at various touchpoints, and positively impact the bottom-line results. Marketers are leveraging artificial intelligence (AI) and predictive analytic tools like customer analytics to gain insights about their target market and existing customers. Artificial intelligence and big data analytics help businesses to not only streamline their processes but also in improving their customer experience. By integrating artificial intelligence and customer analytics within the business processes, companies can create a positive experience for the end-user, increase consumer spending, build customer loyalty, and drive brand advocacy to gain a competitive advantage in the market.

Customer Experience and Artificial Intelligence

Customer experience or user experience can be defined as the consumer’s perception of a brand or a product. It is essential for organizations to direct their efforts towards creating a positive customer experience and retaining them with the brand. The costs of acquiring a new customer are five times more than retaining an existing one; thus, making it crucial for brands to offer a seamless customer journey across all touchpoints. User experience can determine the success or failure of any brand or business and can also be enhanced by integrating artificial intelligence, chatbots, or machine learning coupled with predictive analytics to leverage the customer and market insights.

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How Does Artificial Intelligence Improve Customer Experience?

Artificial intelligence and chatbots help in creating personalized experiences and enabling intelligent, accessible engagement with the customers. It assists the end-user to achieve their objective or offers solutions to their problems, thus, driving satisfaction and improving the overall customer experience. Artificial intelligence also enables businesses to gain insights into consumer behavior by sorting through a large amount of data generated and helps them to navigate, understand, and enhance the sales or customers’ journey. But in what ways will artificial intelligence impact the customer experience, you ask? Here’s how.

  • Artificial intelligence allows us to leverage the data available and comprehend consumer behavior and traits through customer analytics to streamline the customer interaction process by making information available and accessible across several touchpoints.
  • It leverages the overflowing and widely available consumer data through various devices and offers insights into consumer behavior and market trends. This helps businesses to incorporate personalization in customer experience by leveraging interactive applications such as chatbots e.g. Facebook messenger. These chatbots are advanced computer programs designed to simulate an online conversation with humans.
  • Artificial intelligence enables conversational commerce, by piecing together individual touchpoints and completing customer journeys to enhance and re-design customer experiences.

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