Artificial Intelligence (AI) has boosted the quality and agility with which we make our professional deliveries. Allied with the other technologies of the stack called Industry 4.0, it revolutionized the factory floor and office bays.
Gains in speed, assertiveness, and ability to make rational decisions are the main highlights of AI devices in companies. Having these attributes brings numerous advantages to the corporate scenario.
But beyond productivity gains, how does it impact a company’s results? Does it have the power to increase sales and make the customer a promoter of your brand?
We have prepared content for you to understand the relationship between Artificial Intelligence and Customer Experience: after all, they can complement each other – and we will tell you how.
The Importance Of Customer Experience
The new consumer profile offers the market a veritable race to meet new customer demands. One of these new needs is the view of shopping as a consumption experience.
Since a long time ago, we have had a series of feelings – good or bad – when interacting with a brand. What has changed in recent decades is the degree of importance that this set of perceptions and impressions that a consumer has for a brand.
Today, it is known that having a good shopping experience impacts our decisions related to a brand. Therefore, when making a sale, the company must provide a good experience to its consumer.
The gains from betting on such stocks are many:
- customer loyalty,
- the attitude of brand promoters,
- increase in the number of opportunities,
- proximity to customers, etc.
In this context, Artificial Intelligence is a great ally. This happens precisely because it can masterfully simulate human intelligence and replace individuals when performing certain functions.
Discover How Artificial Intelligence Helps Improve The Customer Experience
Artificial Intelligence is the ability to make machines learn, have perceptions, and make rational decisions in the face of certain situations. Roughly speaking, it manages to increase human capabilities in machines.
It is from this perspective that it impacts the customer experience. But to understand how she manages to put this into practice, see the main changes brought by Artificial Intelligence to the Customer Experience.
“Because machines drive them, we cannot customize these processes.” This is a common idea, but I need to correct it. A strong pillar of the customer experience is personalization – a completely personalized service and offer whereby the customer is at the center of the process and has his needs 100% observed and met.
In this context, the AI manages to understand this exclusivity and make an assertive offer – through Machine Learning based on purchases made by this person at other times and elsewhere on the internet. This way, you get to know your customers better and manage to make better offers.
Today’s customer is immediate. It demands speed and agility because this is the world we live in today: the Age of Information, speed, and instantaneity. We are demanded at all times by multiple stimuli.
Therefore, we have no time to waste. Easy, efficient, agile service is significant for a good customer experience. Faced with this scenario, AI is a great facilitator, as it manages to make decisions in a matter of a few seconds with the same sensitivity as a human would and without losing the rationality of the decision based on data.
Guidance Based On Demands
This technology helps you correctly manage consumers, directing them based on their demands, which the AI can segment without human intervention. This is particularly important when considering a context of agility, where there is no time to waste with possible failures.
In the human-led process, we are subject to inattention mistakes – which is one of the side effects of having humans do automatic work. Conversely, AI manages to do this job without these flaws precisely because it is a machine and never gets tired of repetitive work.
Humanization Of Contact
AI processes and understands phrases or words and uses them to simulate a human service, fulfilling customer requests.
Recently, using resources related to more abstract values, such as emotions, has become possible. Sentiment analysis, for example, is a mechanism facilitated by Artificial Intelligence that allows the machine to provide a treatment totally based on the emotions a person chooses to show.
This allows the contact to be perceived with a greater degree of humanization and to resemble human interaction more and more.