AI – the new frontier of customer support!
Did you know?
- Chatbots can help reduce customer service cost by 30%
- Chatbots can answer 80% of standard customer questions
- 64% of agents that use chatbots are free to spend time on complex problems
- 1.4 billion people in the world are using chatbots today
- USA, India, and Germany have the biggest chatbot users
Are you intrigued?
AI-enabled chatbots have the power to reimagine how businesses provide customer service. In fact, they are proving to be a game-changer, helping companies develop highly evolved relationships with customers, engaging with them intelligently to boost satisfaction in all aspects.
This has a direct impact on business growth, with Gartner predicting that AI-derived business will reach $3.9 Trillion by 2022, and AI-led customer experiences will be fundamental to this growth.
5 unique ways AI can improve customer experience
- Reduced handling times:
How many times have you called an e-commerce site and been left on hold forever? Waiting for assistance for even simple queries is by far the most frustrating part of old-school customer service models. AI for customer experience has completely changed this by putting the power in the hands of the customer.With chatbots being available 24X7, the customer can self-assist, ask questions whenever they want, and get answers in a matter of seconds. The chat button on company websites and e-commerce sites has become the preferred choice of communication for customers today.As long as their query is being resolved quickly and accurately, customers do not mind if they are talking to a human agent or chatting with a robot. Next time you need to enquire about a product on an e-commerce website, use their chatbot and you will be amazed at how quickly it can give you the answers you need.
- Personalized recommendations:
Giving the customers exactly what they want has taken on a whole new meaning with AI. It helps retail brands understand and analyze user behavior so that product recommendations and services offered are to the liking of their customers. If you have ever wondered how Facebook keeps throwing ads of a certain product you have been wanting to buy, it’s the magic of AI for customer experience.Another example of great personalization is Netflix. With insights into their customers’ preferences, AI helps Netflix recommend shows and videos exactly to their liking, which plays a major role in the amount of content consumption on the platform.
- FAQ automation:
FAQ automation as a use case is quickly gaining the interest of retailers world over. Conversational AI chatbot solutions come pre-trained to resolve Frequently Asked Questions in real-time. The traditional way of answering Frequently Asked Questions is marred with many challenges. For one, they are very tedious and time-consuming to create. Creating an all-encompassing FAQ list is almost impossible to do. Even if businesses manage to do so, they become outdated quickly.Additionally, it is difficult for customers to go through hundreds of FAQs to find the one relevant to them.AI for customer experience works very well here as all the customer has to do is ask a question via chat or voice and get the answer they are looking for. Chatbots help define questions and the workflow of related queries to navigate responses easily and ensure a satisfactory customer response. They also assist in updating and replacing outdated information, filling in missing information, as well as getting direct feedback from customers.
- Human-agent support:
While chatbots can resolve most of the standard queries (up to 80%), some complicated issues still require human intervention. AI plays a crucial role here as well. It can empower human agents by taking over repetitive tasks so that their human intelligence can be applied to higher-value conversations and customer interactions.As agents juggle multiple calls, AI for customer experience helps them understand the customer’s intent, i.e. what they want, and retrieve the relevant information needed to deliver the right answer quickly. For example, if a customer is having trouble finding a product, the AI chatbot quickly scans the inventory to see if the product is available or when it will be back in stock. Chatbots also provide supplementary information like discounts and deals that further push an interested customer towards the purchase.
- Optimize social media campaigns:
With the majority of your customers on social media, AI can prove to be revolutionary in targeting them. From predicting online trends, answering customer questions, personalizing brand messaging to measuring results, AI for customer experience can enhance the efficacy of your social efforts.AI is extremely relevant to social media and can drive customer engagement as well as sales. For example, chatbots can help spot potential customers on social media, strike a conversation with them when they interact with your posts, answer questions they may have about a product, and then direct them to the product page on your website. It can even identify older customers and offer them promotions, discounts, or deals to encourage repeat purchases.
To wrap up
To summarize, AI-powered chatbots work as customers’ very own personal assistants. They not only provide intuitive shopping assistance in real-time but are also the face of the brand online and work on building lasting relationships.
SID is a digital shopping assistant built for retail brands, helping them leverage the power of conversational AI to sell faster and better. Looking to deploy a conversational AI chatbot solution for your retail business?