How AI Is Impacting The Customer Experience - First Touch, Live Support, And Dispute Resolutions

Artificial Intelligence is one of the most emerging and prominent trends in technology. It is being increasingly used by organizations across sectors for offering personalized and high-end customer experiences. Various firms are also investing in this new-age solution in order to improve the efficiency of their operations, reduce the burden of the calling process, and quicken the com-plaint resolution system.

Customer-centric organizations, whose core ideology is to provide a seamless customer experience, have been using AI so as to add a human touch to their offerings. They are also inclined towards Artificial Intelligence to attain a deeper level of custaomer understanding and accordingly create personalized and customized services for them. These AI-powered experiences eventually pave the way for improved customer support and customer interaction with your business along with resolving the troubleshooting problems and improving the website experience.

AI Offering Humanized Personalized Experiences

AI aims to replicate human intelligence in machines. Perfectly combining the rationality of technology and the emotional capacity of humans, it enables the machines to think and act just like humans. Artificial Intelligence is capable of understanding a plethora of human emotions, be it empathy, compassion, or respect and humor. It can reproduce digital human experience which usually a customer may experience in-store such as customer support, personalized experience, customized recommendations or even purchases.

Businesses succeed only when they are able to provide state-of-the-art and instant experiences to the customers. This customer experience drives their interactions with the customer base and also differentiates them from the other players in the market. AI allows the humanization of experiences which makes the customers trust the company. They stick around for long and eventually you earn a loyal customer base for your business.

So far, Artificial Intelligence is being used for performing minute tasks, be it problem-solving, learning in the ed-tech space, speech recognition, or facial recognition. How-ever, its popularity will increase and usage will diversify in the times ahead.

AI will help machines to behave like humans and will add much-needed humanness to the machines and eventually on the brand on the whole. In the present times, brands with a human touch survive and thrive well in the market and are able to develop strong and connected relationships with their customers. This is what organizations are focusing on and hence, are adopting AI so as to interact and engage well with their target customer base.

The entire customer journey can be managed by an AI-enabled chatbot thereby making the experience conversational and personal. Artificial Intelligence makes sure that the user interacts with the brand multiple times before they finally engage with the firm in any manner, be it query resolution or purchasing the offering. In the times ahead, AI is anticipated to a vital tool to reach out to the customers, interact with them effectively, enhance their engagement with your business and provide them a high-quality and seamless experience.

AI Offering Seamless And Personalized First Touch Experience

In order to ensure that the customer is constantly engaged with the brand after the first level of engagement has been initiated, it is essential to deliver them a seamless and high-end customer experience. Hence, the hyper-personalization aspect of AI that combines the features of technology and real-time delivery of curated content, is relevant and required for every customer.

AI-powered personalization leads to the extension of a highly personalized seamless first touch experience that makes the customer come back for more. This is what gives organizations a competitive edge and also enables them to communicate instantly and efficiently with their customers.

Personalization in emails, landing pages, greetings, and suggestions along with instant query resolution, smart assistant, and tailored offers for customers based on their geography and preferences are all examples of how AI helps in extending hyper-personalized experiences to the customer.

Artificial Intelligence, Machine Learning along with other algorithmically targeting and immersive technologies are developing with time and are offering intelligent features which are required to personalize e-commerce and other experiences for customers. These personalized experiences are quick and convenient as compared to traditional methods and hence are increasingly preferred by brands in the present digital times.

Another troublesome point in the customer journey is repeating the information they have shared previously with the brands, be it re-confirming contact details, re-explaining their issue with the brand, or getting connected with multiple agents. AI-based tools help brands to pro-cure customer conversion trajectory data, records of past conversions with the brand along with any other relevant data that could help them in lending a personal touch to the customer experience and enhance brand-customer interactions and connections with the business.

AI-Enabled Live Support And Chatbots For Improved Customer Experience

Live support technology powered by AI offers firms different ways to communicate and engage with customers when they visit your website or social media accounts.

The feature of Live Support is being used by companies to increase their sales, upscale their marketing and customer service services, and also the quality of the staff so that they can respond and resolve the queries and concerns of customers and prospects easily, instantly, and swiftly. Based on the kind of assistance required, organizations can choose the one that fits their bill from the plethora of live support options available in the market. These include on-call support, live chat, chatbots, video-call support, self-help via KMS, and ticket-based support.

Chatbots for instance have been deployed by organizations on their websites so as to offer round-the-clock customer service throughout the year. These AI-enabled bots eliminate slow conversations and enable quick, real-time responses to the customers' queries, and helps firms in servicing their customers better and instantly. Companies also effectively and efficiently process customer queries across platforms and connect them with the right customer support executive in situations where human interaction and assistance are required.

Apart from resolving customer concerns and taking over the mundane accounting tasks, the new variant of chatbots is using cutting-edge solutions like machine learning and natural language processing to comprehend and analyze the meaning and mood of the consumer chat. This way these bots are empowered to conduct a humanized, two-way conversation and assist customers with the same level of expertise as a human customer service agent would do thereby bridging the gap for a customer service operator for routine activities. Instant and swift customer conversations are the need of the hour for any business. Hence, they have become essential components of AI so as to assist organizations in achieving their goals of extending a premium customer service in the best possible manner.

AI Enabling Online Dispute Resolution

Online dispute resolution comprises resolving disputes between parties utilizing the power of the internet. This method enables virtual communication between geo-graphically separated businesses and steps in as a feasible tool while solving issues amongst enterprises and customers. In the present unstable times due to the pandemic, on-line dispute resolution has gained prominence owing to the COVID-19 induced social distancing norms and policies for remote working. Dispute resolution enables swift and smooth resolution of conflicts, disputes, or claims. Banks, insurance companies, and e-commerce platforms primarily use this AI-powered dispute resolution mechanisms.

The technology enhances customer's competence by categorizing and analyzing the available information. It perfectly combines humanized knowledge management skills with rational computer-based skills so as to resolve disputes easily. It also leverages the power of Data Analytics and algorithms so as to find settlement areas between the involved par-ties and mitigates the need for human contact or mediation thereby increasing the pace of dispute resolution in the online space via the power of advanced technological solutions. AI-based dispute settlement methods are way more consistent, uniform, seamless and swift. While on one hand, settlement areas can be identified using specific key-words, the settlement claims can be narrowed down upon using the data collected and analyzed.

Summing Up

Incorporating Artificial Intelligence empowers companies to interact and engage better with the customers. Their journey with your business can be improved and enhanced by providing hyper-personalized experiences and quick customer query resolution via AI-enabled chatbots. AI helps in extending humanized, personal and seamless first touch experiences in the digital space to the customers along with offering live support and dispute resolution to the organizations. Owing to its myriad of benefits and advanced features, it is gradually gaining recognition and will soon become an essential element of businesses in the times ahead.