It wasn’t long ago that most people’s exposure to artificial intelligence (AI) was as the antagonist in the latest sci-fi action flick. While AI is still a reliable source for human enslavement on the silver screen, in real life it’s a reliable source for customer assistance. In fact, AI is already being used by enterprises in numerous ways to improve the customer experience and manage the business.
As AI becomes more of a reality, there is fear that AI will replace the workforce. Instead, AI is used to augment the workforce. By taking on the repetitive, mundane and manual tasks that bore employees senseless, AI can free up human staff to focus on the more strategic and higher-value tasks that can move the needle in your organization, such as having more authentic and meaningful interactions with customers and co-workers.
While AI can be found in dozens of use cases, with more being added every day, here are a few common applications of AI that your enterprise can implement immediately.
Aggregate the customer experience
Enterprises are using AI to aggregate millions of reviews, customer calls, social media posts and website searches to gain a far more in-depth understanding of how the audience perceives the company’s products and services. This not only helps the company understand the broad concerns and brand sentiment of its customers, but also allows the company to dig into how people feel about specific products, features, pricing structures and more. This information can then be used to quickly address customer complaints, fix faulty designs, uncover new markets and audiences, or steer future product development.
While companies can serve up ads based on search terms, AI allows marketing teams to take personalization to a whole new level. AI can look at interactions like browsing history, search history, download history and click history to automatically serve up the most relevant content on the company’s website, providing content that is customized to the prospect’s interest and level in the sales funnel. This personalization can also deliver discounts and offers at just the right time to help complete the sale.
A significant number of calls to your call center are often for basic tasks like billing information, address changes and lost passwords. Despite being simple tasks, customers may have to wait several minutes to get help, which can lead to frustration. AI-powered chatbots can provide customer support for a wide variety of issues, allowing customers to help themselves instantly. Not only is this a benefit to the customers who use chatbots, but it’s a benefit to the other customers who will now experience shorter call volume and wait times. Agents are freed up to spend more time solving difficult issues that frustrate customers most and cause them to leave your business.
Predict customer reactions
Rather than make sales decisions based on gut instinct, AI can help your organization make data-driven decisions to get the most out of a deal. For example, predictive analytics can show exactly who your customers are, make recommendations for customers who are most likely to respond to cross-selling and up-selling, and inform salespeople on how to approach complex or high-value interactions.
While collaboration between employees is important, there are a lot of inefficiencies in the meeting experience. AI can help employees save time by automatically scheduling meetings based on invitees’ calendars, identifying who should attend the meeting based on contextual clues, transcribing meeting notes, assigning tasks and creating deadlines based on what is discussed. This frees employees to focus on the substance of the meeting instead of worrying about orchestration and administration.
To learn more about how AI and other communication trends will impact your business, download the 2019 Future of Business Communication eBook.