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AI is revolutionising the customer experience

August 3, 2020

Call Centre application with Hitech Solutions

Like it or not, artificial intelligence (AI) is everywhere. Sometimes it’s obvious—like when a chatbot pops up on a website and offers help. But AI is being used in ways we may not even realise. The question isn’t when AI will begin to play a role in our everyday lives; it already is. Rather, we should be asking whether or not we are using it to its full capacity in our business.

 

Everyone wants it: Consumers, CIOs CMOs

Consumers are increasingly aware of AI-powered tools and say they’ll use them if they save time and money, reports Gartner. In a recent study, 58 percent of respondents said they’ll use AI if it makes tasks more efficient. Over half (53 percent) said they’ll use AI if it will save them money, and 47 percent are on-board if it gives them easier access to information.

This willingness to engage with AI-driven services has caught the attention of IT leaders and marketing executives alike. Forty-one percent of IT professionals believe AI and machine learning (ML) will help their organisations improve the customer experience (CX), according to a study by Adobe. Respondents also cited other technologies that will have an impact, including the Internet of Things (22 percent), voice (14 percent), virtual and augmented realities (12 percent) and chatbot technology (11 percent).

Companies already using AI in digital commerce are rather pleased, reports another Gartner study. About 70 percent of digital commerce businesses say their AI programs are “very or extremely successful.” In fact, respondents reported a 19 percent increase in customer satisfaction and a 15 percent improvement in both revenue and cost.

Omnichannel Call Centre application with Hitech Solutions
Call Centre application with Hitech Solutions

Personalising the customer experience

Most of us are familiar with targeted advertising that tells marketers what shoppers are looking for. But AI is now used to aggregate a wide range of data to personalise interactions with customers. AI programs collect information about location, search history, time (days, dates, time of day) and product to then suggest items to consumers. Catering to each person is the next frontier—and not only in advertising.

Within the context of a self-service customer experience, AI is capable of handling the type of personalised interactions that humans have usually handled, such as sales, service or support. When a customer visits a business website, they are greeted with customised options powered by the company’s AI analytics.

 

When your Customers call you do they experience excellent Quality of Service?

Speak to us to learn about how we use AI in our Contact Centre application.

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