How AI is Transforming the Customer Experience

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Today’s customer experience is practically unrecognizable from just a few years earlier. We’re able to cancel orders without ever speaking to a human, get essential supplies delivered to our door just by talking to a speaker, and get pitch-perfect recommendations wherever we go online. Not only has AI transformed the purchasing journey for the consumer, but on the brand side as well. Below are a few examples of the way AI is used in CX every day:

  1. 24/7 Access: In the olden days, a customer would have to call up a company’s customer service line during business hours in order to change their order. Today, most big brands are utilizing ever-chipper chatbots to augment and enhance their customer service teams. This means customers can make changes and get answers at the click of a button, day or night.
  2. Instantaneous Customer Service: In order to cater to our population’s increasingly short attention spans, brands are investing in technology that caters to “instantaneous” customer service. An example of this is AI-powered biometric tracking technology, which can analyze customers’ facial expressions and vocal tones as they’re experiencing a product.
  3. Predictive Personalization: Ever wonder how Netflix knows the perfect show to suggest next, or why your Instagram ads always suck you into buying? Companies are using AI analytics to better understand their customers’ wants and needs, and serve them the content they’ll enjoy best. Whether this be online ads, product recommendations, or video suggestions, this type of AI is able to track search history and segment behavior in order to give customers what they need.

Take a look at the infographic from our friends over at Chattermill below to learn more about how AI is transforming the customer experience landscape:

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