Traditionally, most customer journeys have been linear. Customers contact support and go through a step-by-step process with little room for personalized responses. This conventional approach failed to account for individual customer needs, and in an era where customer expectations are far more dynamic, these linear models don’t deliver results.
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A non-linear approach to customer service places artificial intelligence (AI) at the forefront of the transformation. Unlike traditional linear models, non-linear approaches powered by AI adapt to the customer’s specific context and history. AI technologies analyze customer data in real-time, predict needs, and Proactively Offer Solutions. Plus, with the integration of conversational AI, like intelligent virtual agents (IVAs) and other self-service options, customers can choose how they interact with a brand.
Moving from linear to non-linear customer service redefines the customer journey with highly personalized, efficient, and responsive experiences. Each customer interaction becomes more impactful, boosting overall satisfaction and loyalty.
However, transforming customer service with AI involves a thoughtful strategy that begins with identifying appropriate use cases. Below are three ways that AI can help businesses deliver non-linear customer service.
Implement Multichannel Customer Support
Multichannel customer support allows customers to choose their preferred mode of communication, be it social media, email, or phone. It moves away from the restrictive, one-size-fits-all menu options like Press 1 for billing inquiries, press 2 for technical support…
AI elevates the multichannel experience by understanding and analyzing customer inquiries in real-time, enabling personalized and dynamic responses across all channels. Take, for example, virtual agents. Modern IVAs powered by generative and conversational AI can handle customers’ rapid-fire questions. Machine learning technologies can understand natural language, interpret user intent, review customers’ history and preferences, and provide tailored responses based on the context of the conversation. The IVA can help eliminate the repetitive task of customers explaining their situation from the beginning with each new interaction.
Imagine a customer facing a technical glitch and choosing to chat with businesses via the company website. Instantly, the IVA steps in, analyzing the question for specialized keywords and understanding the problem. The IVA then routes the query to the correct technical support agent. This swift handoff ensures the right expert can address the customer’s issue, embodying the non-linear customer service experience.
Empower Customers with Self-Service Options
In addition, the 24/7 nature of conversational AI means global customers across different time zones have immediate access to support. Regardless of location, any customer can independently tackle their problems by finding the answers with businesses’ self-service portals, FAQs, and knowledge bases. As organizations expand into global markets, it’s essential to provide continuous support to maintain outstanding customer experience.
Incorporating self-service options also offers another benefit: decreasing operational costs. Businesses effectively lower the number of incoming customer service tickets by enabling customers to find answers to common questions through automated FAQs. IVAs can handle routine customer inquiries, freeing up human agents to focus on more complex tasks.
Anticipate Customer Needs
Consider a scenario where a hotel guest uses a virtual agent to make a reservation. An IVA designed with conversational AI analyzes the guest’s preferences from past interactions, notices their penchant for golf, and suggests reserving a tee time at the hotel’s golf course. Data analytics and AI foresee potential inquiries and proactively offer solutions in this non-linear customer engagement. Intuitively addressing needs before they even surface to the customer’s consciousness increases satisfaction.
AI-enabled tools can also predict customers’ patterns, such as someone frequently abandoning their shopping cart. The AI-powered tool reviews the customer’s history and can send a personalized incentive to close the deal. For example, the IVA could offer a discount code or send a customized reminder to checkout. This level of anticipative care deeply engrains a sense of loyalty and commitment, solidifying the brand’s reputation as one that truly values its customers.
The Future of AI and Customer Experience (CX)
Today’s virtual agents can use conversational and generative AI capabilities to better understand customer intent in this new era of non-linear customer service. This shift towards meeting customers exactly where they are in their journey and providing them with the appropriate interactions at the right time is what non-linear service is about. It strives to make engagement more meaningful and personal. The time has come for businesses to transition customer service from the conventional, linear framework to a more adaptable, customer-centric model.
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Originally Published on Martech Zone: Three Ways AI Can Help Businesses Deliver Non-Linear Customer Service
