A bad customer experience can ruin a company. According to experts, after a bad customer service experience, more than half of customers switched providers. Despite this, customer service representatives are being asked to do more than ever before.
The importance of the customer experience (CX) cannot be overstated. Improving the customer experience strengthens the bond between the customer and the company. If CX is positive, the relationship could last a long time and result in multiple referrals. If a customer has a bad experience, the relationship may be short-lived and costly to the company.
How AI alongwith Automation Can Significantly Help Improve Customer Experience
Improving Customer Service Response Time
Customer service is one of the best examples of how AI improves CX. Around the world, an estimated 10 million customer service agents respond to help requests, but even with that many people, it isn’t enough.
Artificial intelligence can speed up customer assistance and cut down on time-to-first-response. Simple automation, such as automatic customer service emails, can inform customers that their email has been received and that they can expect a response soon. The customer will feel heard and appreciated if these expectations are set.
Artificial intelligence (AI) can be used to reach out to the most irritated customers first. AI tools can detect the mood of an incoming email and automatically tag it based on the severity level using sentiment analysis. Customer service teams may be able to identify and respond to urgent cases as a result of this.
Helping Humans Through AI Partnerships
Artificial intelligence can also be used to assist humans in performing their duties more effectively. This can be accomplished, for example, by an AI analysing a real-time call interaction with a customer. The AI facilitates a better resolution for the customer by providing helpful information to the customer service agent, potentially saving the company time and money.
Artificial Intelligence and Automation Take Customer Service to New Heights
Artificial intelligence and automation have the potential to significantly improve customer satisfaction. Customer service teams can focus on providing helpful customer experiences that leave a lasting impression by providing a 360-degree view of the customer and automating repetitive tasks. Contact Cegura Technologies to learn more about how AI can improve your customer experience.
