With a few rare exceptions, consumers can often find several businesses that meet their needs. So why would they choose you? One of the main differentiators is the customer experience. Moreover, while customer acquisition is important, so is customer loyalty. The studies show that it is the customer experience that allows this loyalty. It can therefore allow your business to stand out.

In this article we show you how artificial intelligence and automation can boost your customer experience

Improve the speed and quality of your answers

One of the areas that has a real impact on the customer experience is the speed at which problems are resolved.. Artificial intelligence is a key tool in solving the problem of slow customer service.

Les Chatbots are for example one of the areas where AI can be of great help. Chatbots are able to respond 24/7 to customer requests, improving wait times. According to the MIT Technology Review, AI-powered chatbots helped improve complaint resolution in 90% of businesses surveyed.

Chatbots, combined with knowledge bases, are particularly effective in helping customers solve problems. It appears that chatbots can contribute to diverting between 30 and 50% of a company's workload, allowing agents to focus on more complex and critical requests.

Our partner UiPath analysis that omnichannel strategy is another area that is struggling to attract attention. Today, consumers expect businesses to provide a seamless experience regardless of how they interact. Often, consumers are tossed from one department to another and are forced to repeat all their problems at every touchpoint, wasting time and energy. By offering integrated AI tools at all the different touchpoints, requests and cases can be updated in real time, which of course improves the customer experience.

Use AI to help your teams

We've just seen how AI can be used to directly impact customers and their experience. However, AI has another role to play within businesses that has an indirect, but just as important, impact on customer experience.

In many companies, teams often complain about the quality of service provided. In many cases, the proposed solution to fill this gap is additional training. This solution works, but it requires a lot of time and work.

Thankfully, there are AI alternatives where tools can complement existing skills to provide advice to key decision points. This combination of technology and human expertise can help simplify complex interactions and, at the same time, improve the customer experience.

What do you need to do to start democratizing AI in your business?

First of all, we recommend that you start with identify and analyze the current processes involved in your interactions with customers (for example, customer reception, service performance, questions and answers, or billing). To do this, numerous tools such as the RPA are at your disposal to analyze the processes.

Afterwards, Try to rethink these processes with a new objective in mind (for example, what the customer really needs). As far as possible, integrate automation to facilitate and expand customer interactions (for example, by automating data collection and providing support 24 hours a day, 7 days a week).

Another critical step you can take is to create the applications you need to better understand your prospects and customers. Analyze data about them and their expectations. Listen to their reactions. And finally, use this data to constantly improve the experience and innovate products and services.

About StoryShaper:

StoryShaper is an innovative start-up that supports its customers in defining their digital strategy and the development of automation solutions tailor-made.

Sources: StoryShaper, UiPath