How Artificial Inelligence Development is Transforming Customer Experience

CX or customer experience is not what it used to be a decade ago, and only for the best. A customer is no more at the mercy of a business. And while that sounds so great for customers, it is one additional pressure on businesses. But that is where the key to success is, especially in case of markets with perfect competition. Investment in Artificial Intelligence development services is what has quickly become the differentiator that is helping some businesses win the CX game.

An interesting report from PwC, Experience is everything: Here's how to get it right revealed that

"One in three consumers (32%) say they will walk away from a brand they love after just one bad experience."

Even if not for that, there is no reason why any business should not be offering and delivering a world-class customer experience. And a remarkable number of businesses in India and across the globe have comprehended this premise for success really well. Let's see in what ways these businesses are leveraging AI development services in India.

Virtual Assistants/Bots

Right, virtual assistants/agents/bots/chatbots have become so commonplace now that you might not at all think of it as a revolutionary force, except that they are. When you look at it from a business' point of view, these sort of tools are something that have creased out so many hiccups in the customer service process.

• You need less human power for more robotic questioning and answering.
• An increasing number of customers (especially millennials and generation z) prefer texts to reach out to brands. Virtual agents open that vista for businesses.
• They are equipped to engage customers 24/7/365 (except for technical downtime which is rare).
• They reduce the average resolution time immensely with quick searches in the resolution database.
• They can automatically route to human agents based on customer queries.

Customer Sentiment Analysis

Do you ever wonder if all those feedback surveys that you fill online are ever made use of? They are!

AI development companies are able to develop tools which (with the help of machine learning) are able to conduct sentiment analysis with not only the feedback surveys but almost all channels of communication-chats, email responses, call logs, social media post interactions, etc.

These tools do not only help in something that UX/CX experts call customer journey mapping but also in determining how your customers feel about your brands, products, services, and the way your brand interacts with them.

While it is easy for any predictive or prescriptive analytics tool (which are also AI-powered, by the way), sentiment analysis tools can read the nuances hidden in these insights. And they can do that at speed and scale unlike what human discretion is capable of.

Watson Tone Analyzer, for example is one such tool. And while IBM tools may be only large enterprises' cup of tea, a decent number of AI consulting companies in India are offering affordable technology to SMBs who may not be able to afford extremely expensive tech.

If your business is looking forward to investing AI development but is still unsure, we can help you clear your doubts. All you need to do is simply get in touch with us. We're more than happy to help you.