Please see that there are numerous online shopping websites available but why only a few stand-out? – it's not just because of their quality products and better pricing strategies but for their exceptional customer service which allows customers to do repeated shopping and spread their experience through word of mouth.
Most of us know that AI is already helping online companies to use predictive analysis for their customers to have a better online experience – Like the ads showing up based on your search preferences and tailoring products and brands through intelligent prediction. More the data better is the performance of AI; hence these methodologies gather information from the consumers through different channels and in turn provide better customer services by analysis and interpretation.
The other great advantage of AI in customer experience is that it can help companies to make data-driven decision-making based on their customer behaviour. Some of the examples are to find out products or services that are frequently purchased in order to produce more of those and analyze customer feedback to improve consumer churn rate. Though these are considered as some of the most influential implications that AI can bring to the table, further this article will be focusing on two other factors which are painstaking for companies to stress upon.
Companies choose to go for crowdsourcing under the following three circumstances:
The greatest challenge for companies is to manage customer feedbacks without affecting the reputation of the company. Numerous ratings and review based companies have popped up in the recent past to make things worse. After the advent of smart devices and social media, customer services have become an omnichannel approach – people expect customer service anytime anywhere and provide feedback in the same manner.
The biggest challenge for companies is to handle the negative feedbacks and guard them in a way it doesn’t affect the reputation. This is where AI can play an effective role - it can identify negative comments and feedbacks through Natural Language Processing and alert companies to take immediate action. By this approach, companies would not only safeguard the reputation but also can reduce the cost of not keeping additional resources for the moderation activities. This will also allow organizations to retain positive feedbacks which in turn will create good reputation and moderate/delete negative comments to avoid spreading negativity about their products and services.
Companies face different types of spamming, depending upon the type of products and services offered by the company, some of which are offensive languages, images or videos – spammers use dirty languages or nudity images to spoil the brand reputation, hence moderators use relevant tools and technologies to filter those words and remove instantaneously, also human intervention is necessary to remove images and video links which might be tricky for tools or technologies to capture. These kinds of spamming not only affect the brand image but leaves a big question on security concerns.
The second major threat is trolls and spammers who leave disregarding comments about your company’s product or service with the only purpose to spoil the brand image, among other users or customers. There are various reasons for people to troll or spam, some do to just earn publicity which leaves a damaged legacy for the companies and other reasons could be due to rivalry – competitors engage people to troll and spam a company’s social media platform to spoil the brand image.
The second-best utilization of Artificial Intelligence in customer support is AI chatbots. Chat support have become an inevitable part of customer engagement activities and who does it better will have a competitive advantage. AI-Powered Chatbots can help companies to provide instant customer support round the clock. Though there are various mode of customer support platforms available, the inception of chatbots has certainly revolutionized the customer relationship management.
When a single customer service agent/executive can respond to a single inbound request or query, bots can handle multiple customer at the same time with the much less operational cost. Hence, it is not only speeding up the process but also generates a direct impact on the bottom line of the business. Customer Service is not longer viewed as cost center, rather when treated properly will generate revenue in many ways and that is the underlying benefit for companies to have a competitive advantage.