When we think of artificial intelligence, we often think of sci-fi technology and virtual assistance, and most people’s minds don’t automatically go to the field of business when it comes to leveraging this technology. However, AI’s are commonly used in day-to-day business functions, including automating business processes, gaining insight through data analysis, and engaging with customers and employees. By 2025, it is expected that 95% of all customer interactions will be supported by AI technology.
Business Uses
AI is widely used in consumer’s day-to-day lives, including through our phones, laptops, smart assistants, and shopping tools. What many people do not realize is that AI’s have been used throughout the business sector to improve customer experience for years.
Chatbots
Many businesses automate communication and forms by using chatbots. Chatbots have become increasingly sophisticated throughout the years. As a result of new technology, they are able to learn from past experiences and discover new ways to interpret linguistic information to make consumer generalizations. Nowadays, chatbots are able to speak like humans and answer most questions consumers have. They are also able to pass off chats to real representatives when necessary. Chatbots are programmed to extract certain information quickly, so customers do not have to repeat themselves when they are connected to a representative.
Virtual Assistants
Virtual assistants utilize AI to obey commands and simple answer questions. Many online retailers are using chatbots and plugins with Facebook’s Messenger Bot, to offer a personalized online shopping experience for customers. The bot acts as a sales associate and helps shoppers find what they are looking for and engage in simple conversations to pass them along the buyer's journey.
Additionally, many businesses are utilizing virtual assistants to complete business health checks and service demonstrations for customers. Instead of waiting for a Sales Representative, these assistants are able to offer quotes, product and service demonstrations, and compile simple reports. If a customer is interested in being moved along the sales pipeline, their information can quickly be sent to a Sales Representative to continue the process.
Customer Journey Analytics
Technology assists businesses in understanding how customers navigate between websites and social media channels. Customer journey machine learning offers actionable analytics. Journey mapping collects and reports the ways customers interact with your brand and notifies you of any opportunities to engage with more effectively. With this data you are able to identify common fall-off points and create actionable plans to address discovered weaknesses.
Predictive Personalization
Artificial intelligence helps businesses create experiences that naturally integrate with consumers’ everyday lives. Intelligent predictive analytics and customization allows customers to feel as if every brand experience was tailored to them. By using AI, companies are able to assess individual shopper inventories and consumer behaviors to predict and target consumer needs efficiently. Utilizing predictive techniques allows your company to maintain mindshare in a consumer's mind, helping move them along the buyer’s journey at a consistent and predictable pace.
Constant Customer Support
Most businesses don’t have the resources to operate human-powered customer support past business hours. Having limited time can place smaller companies at a substantial disadvantage when customers want prompt solutions. AI-powered customer support offers all-hours support with intelligent call and chat dialogues. As AI is becoming more refined, it is able to handle more complicated problems.
Friendlier Customer Support
Utilizing AI customer service is a great way to ensure professionalism across all channels of your business’s communication. Because AI uses predictive analytics, it is able to use preset responses to solve problems before they escalate. Additionally, AI’s responses are consistent and can be programmed per issue that presents itself. AI technology is also able to identify opportunities for staff training by recognizing customers’ tone of voice and keywords that act as behavioral triggers.
Analyze Team Responses
Traditionally, customer service quality assurance is completed by an employee. However, monitoring call recordings to evaluate customer service performance is a time-consuming task. With AI communications, you are able to track and analyze voice recordings, video calls, chatbot messages, and emails with ease. Machine learning can spot trends and customer tone of voice, identifying training moments and retaining real-time feedback. AI’s are able to offer high value performance data an employee is not able to collect.
Real-time Speech Recognition Data
AI’s are not substitutes for complete person-to-person customer service. However, they offer various tools to better person-to-person interactions. Artificial intelligence uses software to analyze tone and speed of voice, predicting emotions and behavior through real-time speech analytics (RTSA). Using this technology, bots are able to inform employees of a customer's satisfaction with their service.
Customer service representatives are now able to be alerted if they are talking too much, not offering a solution, or if a customer would like to speak to a superior. Predictive analytics allows employees to diffuse situations before they get out of hand and anticipate solutions to problems before they arise. Additionally, leveraging these tools allows users to collect valuable feedback and data on their customers and employee performance.
Logistics and Delivery
In conjunction with an ERP, companies use AI technology to maintain their warehouse and delivery chain. Many ERP systems utilize AI predictive technology to ensure stock is available and machines are running efficiently based on future models. Additionally, AI’s are used to improve package visibility, predictability in delivery, and package status to better inform customers and sellers.
The AI field is continuously evolving and perfecting its practices throughout the business sector.
AI and Robotics has changed the way businesses interact with their customers and suppliers. As technology advances, AI bots allow businesses to continue to offer value to customers while maintaining human connections throughout their customer experience strategy.
When using AI embedded technology, it is important to partner with an agency that understands predictive analytics and its connection to consumer behavior. ManoByte leverages technology efficiently to continuously grow your business while allowing you to connect with customers on a deeper level. Contact one of our Business Growth Consultants to see how AI technology can help your business reach its goals.
