As technology continues to advance, companies are finding new opportunities to enhance their interactions with customers. According to Capterra’s 2023 CX Investments Survey, 65% of companies are using AI and 64% offer customer self-service solutions. Additionally, nearly all Fortune 1000 companies are actively investing in AI, with the potential to increase profitability by 38% by 2035.
There are various ways in which businesses can use AI to improve the customer experience. For example, shopping assistants with access to the right data can address customer inquiries 24/7, making customers feel valued and well cared for. AI can also be used to accelerate repetitive tasks for customer care, such as summarizing customer cases or drafting replies, saving agents time on each case.
AI can be connected to automation systems to make suggestions on the next steps to take for a customer case. By automating tasks like order management, customer care representatives can save time by simply clicking ‘Take Action’ and allowing the AI to execute the task. This not only increases efficiency but also improves the overall customer experience.
Personalization is a key goal for many businesses, and today’s AI tools make it easier to personalize content in real-time based on customer data. This can include personalizing text, images, audio, and video across various communication channels like emails, text messages, websites, and apps. By leveraging AI for personalization, companies can engage with customers in a more targeted way.
AI also enables employees to better serve customers, especially in physical store settings. Employees can access systems and apps to help them stay on top of inventory levels, check for product availability, and even line up deliveries for items not in stock. By empowering employees with AI tools, companies can provide a better in-store experience for customers.
By giving customers options and flexibility to interact with businesses on their preferred platforms, companies can improve the overall customer experience. AI allows customers to shop via voice-connected devices, browse online, or interact with virtual shopping assistants for assistance. By implementing AI for customer service needs, companies can free up employees to focus on high-level tasks while providing a more personalized and efficient experience for customers. Overall, using AI technology in customer interactions can lead to higher revenues and increased customer satisfaction.
