62% of business leaders from across all industries have invested in AI to assist their employees. 71% of those have reported a positive ROI, and 72% report an increase in employee productivity.

But how does AI stack up when it comes to customer experience specifically?

Continue reading to find out how and why AI is used to enhance customer experience.

AI and Customer Experience

We’ll demonstrate how AI can Improve the customer experience in support, sales, marketing, and more.

We will also provide expert insight on potential drawbacks to help you implement AI solutions correctly.

Customer Service: Improved

This is actually the most significant benefit, em> /em>according to customer service professionals surveyed for ‘The State of AI Report. According to the customer service professionals who were interviewed for The State of AI Report, this is, in fact, the greatest benefit.

Chatbots and self-service tools are the third most popular AI/automation use cases in customer service. They facilitate round-the-clock assistance. Customer service professionals cite AI as the most popular use case for routing requests to representatives.

84% of customer service representatives say that these solutions make it simpler to respond to support requests. AI is said to make customer interactions more personal by 64% of respondents.

The impact Chatbots offer 24/7 support, and AI solutions allow reps to respond faster to customer queries. This means that customers will typically have shorter wait times.

They may receive tailored responses as well.

This reduces friction and frustration across the entire support journey. This results in a better customer experience.

The risk of losing high-end customers

One of the biggest downsides to using AI for customer service is that high-end clients may be lost due to an insufficient level of support, says Cath Brands, Chief Marketing Officer of Flintfox.

While people are generally okay talking to AI chatbots today, high-end clients expect human-run service and get frustrated if AI bots meet them.

Cath warns, “I don’t believe many businesses can afford losing their high-end clients due to situations such as these.”

Marketing and sales journeys

People are increasingly researching products and services online. This means that B2B reps only get 5% of their time from customers during the buying process.

Reps should use every opportunity to influence customers’ decisions, even if they have fewer “face-to face” interactions.

Customers need targeted omnichannel support throughout their online sales and marketing journeys. Short story? AI solutions may be your best ally in this situation.

89% of marketers surveyed believe that generative AI improves their content in general. Eighty-four percent of bloggers believe that AI/automation allows them to align their web content with search intentions better.

Download Now: AI in Marketing [Free report]

Content creation is the most popular AI use case in sales, followed closely by outreach to prospects. 86% of sales professionals report that using generative AI for crafting messages to prospects is effective.

Seventy-two percent of respondents say that it allows them to develop rapport with their prospects more quickly.

Impact: More targeted and better quality content enhances the user experience. This gives users all the information they need to research your product or services independently independently.

This creates a more positive experience when customers interact with your brand through marketing channels.

Effective outreach messages can then help you influence the sales journey of a prospect. This, along with a quick rapport between the customer and company, can help sales reps make every interaction count.

The use cases are hard to find

Will Rice is the SEO & Marketing manager at MeasureMinds.

Everyone knows that explaining something in theory is not enough. Will says that showing a real-world example helps people visualize the message you are trying to convey.

Will believes that having real-life, actionable examples is what separates great content from good content. But “AI can’t do it well.” “Innovation is the key to solving relatively new problems.”

Experiences Personalized

Consumers are more likely than 56% to purchase another product after a personalized experience. Personalization has improved customer retention for 62% of business executives.

However, creating a personalized experience from start to finish for customers doesn’t only increase sales and customer retention. It helps smaller brands to compete with industry giants.

What’s the crux? The crux?

Enlisting AI/automation can help you create personalized experiences across all channels and at scale.

Three main ways AI can help you create a more personalized customer experience:

Advanced customer segmentation. AI algorithms are used to analyze customer data and create distinct segments based upon behaviors, preferences, and purchase histories.

Personalization in real-time. AI-driven systems analyze data in real time, such as browsing habits, previous purchases, and location. This allows for immediate personalization.

Predictive Customer Insights. AI Analytics forecast customer behavior using historical data and current trends. This allows brands to anticipate customer needs and preferences.

Falling Short of Creativity

“One of the biggest drawbacks to using AI for customer service is that it lacks creativity,” says Tobias Liebsch.

“AI systems are based on rules and algorithms that have been predefined, making it difficult to think outside of the box.”

Tobias warns that while AI is good at following guidelines, it can struggle to deal with complex situations or nuanced problems that require creative and spontaneous problem-solving.

AI may not be able to provide personalized solutions because customer problems are unique and require creative thinking.

Data Analysis

AI tools can analyze and spot trends from large volumes of data. You can now identify (and celebrate!) your successes by using these data insights. You can mark your achievements (and spot them) with these data insights.

You can also quickly identify areas of improvement, including ways to improve customer service.

The State of AI Report shows that AI/automation has helped professionals analyze data in different departments/jobs.

As an example, the second most popular AI use for customer service professionals is collecting and analyzing feedback from customers. Data analysis/reporting, on the other hand, is a very popular use case for sales professionals.

The Impact: Trends derived from customer feedback and data on sales can provide insights into ways to improve customer experience. Implementing a suggestion that is repeated in a customer survey can improve the purchasing experience.

You can also find out the most common reasons why customers cancel their subscriptions to improve your offer and reduce churn.

The potential drawback is that there are fewer interactions with customers

Merchant is using AI for “every step in our customer journey,” according to Justin Silverman, the founder, and CEO.

AI has improved customer service by “personalizing strategy plans almost instantly based on the information we collect during their sign-up.” Justin warns that the trade-off will be fewer interactions with customers.

Merchant “misses valuable opportunities to collect feedback on how we can improve our offerings.”

How AI can improve the customer experience

Here are ten ways that your company can use AI to enhance customer experience, from Account Management to content generation.

Account Management

A good account management system makes customers feel appreciated, which leads to a better experience. Cross-selling and Upselling are easier with better customer experiences.

Account management can be difficult. It’s hard to keep everyone happy when you have a large clientele. AI solutions help service, sales, and marketing professionals to complete tasks more quickly.

This means that they can spend more time building better relationships with their customers.

A chat-based tool, such as ChatSpot, responds to commands. It can help you write thank-you notes for existing customers or follow-up emails with prospects.

HubSpot CRM can be used to add contacts and notes with the tool.

Answer Customer Questions 24/7

Hovia delivers great experiences for its B2B & B2C segments using AI. The brand uses AI to account for product outcomes, including wallpaper mural requirements.

“Our service desk provider offers a unique AI solution, which allows us to respond to complex questions with minimal human input,” said Jack Gibson.

Hovia’s AI can answer queries accurately and at scale, ensuring that both parties get the best results. Jack says that while we answer questions on our FAQ pages, it is reassuring knowing we can handle these in real-time.

Route Tickets to Reps

AI is often used to route tickets to customer service representatives. Chatbots can be used to handle basic tickets, such as questions about services and even returns from customers.

SurveyMonkey reported that 59% of customers would use AI to return an item.

If the chatbot is unable to handle the customer’s request, the AI tool can send the ticket to the appropriate department. It may also suggest that the customer open a ticket in order to speak with a live agent.

Prioritize tickets and queries.

AI can not only route tickets to representatives but can also prioritize queries based on their urgency. AI tools can analyze tickets by analyzing the language, sentiment, and intent. Reps can then focus on the most unhappy customers.

One of the biggest benefits of AI is faster query prioritization. Prioritization that is faster can help prevent emotional interactions from escalating.

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