Quality customer service has always been at the root of B2C and B2B commerce. It’s the engine that drives acquisition, retention, brand loyalty and brand perception for a business.
But customer-vendor relationships have changed in the past decade. Customers now expect fast, convenient and personalized service. Meanwhile, on the other end, vendors expect cost-effective, turnkey, insight-rich solutions to help them deliver that high-level service.
Advanced technologies like AI are a welcome presence in business communication, customer relationship management and customer service because they help satisfy everyone. They facilitate intuitive, frictionless customer service. And they’re also a cost-effective way for businesses to gather insights and remain ahead of the curve.
In this post, let’s explore how artificial intelligence is improving customer service – for both vendors and customers. To integrate AI-powered tools in your mobile strategy, talk to an app development company in Toronto with experience in emerging technologies.
Natural Language Processing
Natural language processing (NLP) is a type of AI-powered machine learning that processes the language, syntax and context of customer queries in order to “understand” them. It’s an essential component in chatbots – AI-driven software applications that replicate human dialogue.
Chatbots are advantageous to customers because they deliver fast, round-the-clock, frictionless support. If one of your customers has a burning question at 3 am (perhaps they live in another continent), they’ll find the answers they need with a chatbot. Because the chatbots utilize NLP, their answers feel natural and fluid.
Chatbots are also beneficial to vendors. You can program them to advertise promotions and offer recommendations based on consumer habits. You can leverage them to provide support as you enter foreign markets. And, best of all, they are a cost-effective alternative to staffing 24/7 customer service representatives.
Customer Sentiment Analysis
Customer sentiment analysis is a process through which AI tools use NLP (see above), computational linguistics and text analysis to draw pertinent consumer information from a mountain of online data.
Put a little simpler: customer sentiment analysis tools comb through online reviews and customer interactions for insights. You can then use those insights to determine areas of weakness or strength, improving your overall customer service efforts.
In part, excellent customer service is about facilitating access. If a customer can’t readily browse or pay for your products, you can consider that a fault of customer service.
AI-powered speech recognition software is a way for you to improve your mobile customer service presence by making access that much simpler. Using voice-based ordering, customers can shop and pay for your products using only their voice.
Dynamic Touchpoints and Content Customization
Sending a cookie-cutter email drip to every customer on your email list may work some of the time, but it’s not as effective as personalized touchpoints.
AI can help your business send dynamic content to customers based on their preferences. AI tools can analyze each customer’s interests based on what materials they have read from your business, how they’ve interacted with your apps, what they have purchased in the past, etc. Customizing each customer’s content is a fantastic way to demonstrate care and customer service – even through something as conventionally impersonal as email.
Artificial intelligence is helping map a new form of customer service based on richer insights, faster communication and improved accessibility. If you’re interested in harnessing the power of AI, talk to a quality app development company to get started.