7 Best Ways to Utilize AI for Customer Experience

AI for customer experience is revolutionizing how businesses connect with their clients. Forward-thinking companies are harnessing its power to understand customer needs better and deliver exceptional service at every touchpoint.

It is not just about selling anymore, but about creating experiences that make customers feel valued, understood, and well-catered for.

This blog will explore how you can harness AI for customer experience to deliver outstanding customer service.

What is AI for customer experience?

AI for customer experience is using artificial intelligence technologies like machine learning (ML) and natural language processing (NLP) to improve user interactions and enhance user experience.

Artificial intelligence enhances the efficiency and productivity of support teams by automating repetitive tasks and forecasting customer behavior.

This helps businesses identify and overcome customer issues effectively, thereby providing first-class customer service that fosters customer loyalty and maintains a competitive edge.

7 Ways to utilize artificial intelligence for customer experience

Each client interaction can significantly shape the customer perception of your brand. The following are ways you can leverage AI customer experience to improve your interactions with customers.

1. Fosters effective self-service

Research shows that 81% of customers want brands to offer more self-service options, highlighting the growing demand for intuitive, accessible support solutions that empower users to resolve issues independently.

Enhancing self-service capabilities can significantly improve both customer experience and satisfaction. One of the most impactful ways to achieve this is by optimizing the usability of your knowledge base (KB), especially through the integration of AI-powered features.

AI-driven knowledge bases leverage intelligent features to streamline self-service, including:

• Summary tools: Generate brief overviews of extensive knowledge base articles.
• Translate tools: Translate content into multiple languages to facilitate knowledge transfer.
• SEO title and meta description generators: Suggest optimized article titles and meta descriptions for better SEO performance of the KB articles.

AI for customer engagement analyzes keywords in user search patterns and automatically recommends relevant  knowledge base articles that match their needs.

As a result, customers can swiftly retrieve the specific information they are looking for, saving time and effort.

2. Ensures fast response and resolution times

Through AI-powered help desk management software, support teams can swiftly respond to customer issues. It can automatically convert support emails into tickets during the ticket creation process.

It then scans the content of incoming tickets, assigns predefined tags, categorizes, and automatically assigns or auto-routes them to appropriate agents or agent groups.

In addition, customer experience AI tools enhance SLA compliance by automating the process of tracking and managing tickets, ensuring prompt detection and escalation of any SLA breaches or delays.

3. Provides error-free, professional responses

Effective communication is vital for delivering an exceptional customer experience. Customer experience AI tools enable businesses to provide professional responses that help manage customer expectations, solve problems, and build stronger relationships.

It improves the quality of agent responses using the following AI assist features:

• Rephrase tool: Rewrites text to provide professional content. Agents can rephrase ticket replies into standard, fluent, or professional formats.
• Elaborate tool: Expounds on text to make it longer. Agents can also choose the preferred tone and length of the reply.
• Shorten tool: Deletes unnecessary words and phrases to succinctly deliver the text’s meaning.
• Correct grammar tool: Analyzes text and eliminates grammatical errors.

An AI assistant analyzes ticket content and proposes the most appropriate canned response.  This ensures that responses remain consistent and professional, irrespective of the support agent handling the issue.

4. Identifies customer pain points

When clients receive improved customer experiences from AI, their likelihood of purchasing from your brand significantly increases.

To gain a deeper understanding of customers, customer experience AI tools play a crucial role in evaluating extensive customer data, including demographics, purchase history, and individual preferences.

A sentiment analysis feature, for example, scrutinizes customer feedback to uncover the intent and emotional undertones. This assists customer service teams in pinpointing the issues that have the most significant emotional impact.

These valuable insights can guide strategic decisions to enhance the customer experience by changing products and services to match customer preferences.

5. Proactively addresses customer needs and potential issues

Predicting future customer behavior and needs is a powerful advantage for businesses.

In fact, 27% of customers expect customer service to be proactive

AI for customer experience employs predictive analytics that analyzes trends, patterns, and historical and real-time data correlations to predict future outcomes.

Businesses can then use this knowledge to prepare for and influence those future events. Predictive analytics in customer service can help businesses:

• Foresee customer needs to design appropriate products, services, marketing strategies, and website navigation.
• Understand and manage factors that influence customer behavior.
• Foresee future risks and take preventative action before these issues arise.
• Identify potential opportunities and seize them ahead of competitors.

6. Provides multilingual customer experiences

AI for customer engagement helps break language barriers in real time by enabling instant translation and multilingual support during interactions.

It uses a translation tool that automatically recognizes and translates text from support tickets, knowledge base articles, customer feedback, websites, and social media into the language preferred by your end-users.

Apart from scaling your support system to serve a global audience and enabling customers to view the help center in their preferred language, a multilingual help desk also helps you:

• Foster clear customer communication.
• Eliminate potential misunderstandings.
• Reach new markets.
• Improve your customer support.

7. Enables for advanced data analysis

Customer experience AI tools can analyze customer data to produce comprehensive reports on customer behaviors, preferences, and satisfaction levels.

They also evaluate important help desk metrics that aid managers in tracking help desk performance and making informed decisions.

The insight from the visualized data can subsequently enhance processes, products, and services, guaranteeing a consistently outstanding customer experience.

AI for customer experience examples

Let’s now examine some AI for customer experience examples from real brands.

Sephora

Sephora, a global beauty retailer, leverages artificial intelligence to elevate customer experiences, both online and in-store.

One standout example is Sephora’s Virtual Artist. This AI-powered tool that allows customers to try on makeup virtually using augmented reality. Analyzing facial features helps users visualize how different products, like lipsticks or eyeshadows, will look on them before making a purchase.

Sephora also uses AI for customer engagement by personalizing product recommendations based on customer preferences, purchase history, and skin tone data. This level of customization enhances the shopping experience, making it more engaging and tailored to individual needs.

Amazon

Amazon, the leading online retailer, heavily relies on AI for customer experience.

One way it uses AI is to provide personalized recommendations, allowing customers to discover products that they might be interested in based on their browsing history, past purchases, and items rated or liked.

AI is also used in Amazon Go stores for a cashier-less shopping experience. It tracks customers and the items they pick up, automatically charging their Amazon account when they leave the store.

Spotify

Spotify is a renowned music streaming platform. It employs sophisticated artificial intelligence for customer experience to deliver personalized playlists for its users.

The AI scrutinizes user’s listening history, their most frequently played songs, favorite artists, and preferred genres, and generates a distinctive and personalized playlists.

This approach elevates the user experience by offering curated music suggestions and amplifies user engagement on the platform.

Embrace AI for customer experience to unlock your potential

As AI for customer experience advances, we anticipate even more significant improvements in customer service and business performance. Companies that do not adopt this technology risk falling behind in the rapidly evolving world.

Check out BoldDesk, an advanced help desk software that harnesses AI to elevate the customer experience. Get in touch with us to set up a 30-minute live demo to see what you can accomplish with BoldDesk’s AI-powered customer service features. Or sign up for a 15-day free trial today.

We hope this article was insightful. Do you have any additional suggestions or feedback? Please let us know what you think in the comment section below.

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