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Artificial intelligence (AI) technology has exploded in the last two years, making it much more accessible to individuals and businesses.
To ensure you don’t miss out on all the opportunities, you must understand how to use AI.
This article will explain the applications of technology and AI in customer experience and the steps needed to implement them.
AI technology can streamline and improve customer interactions at almost every level.
Starting at the research phase, AI easily separates customer segments, allowing you to personalise the experience for different groups.
AI can then be used to generate this personalised experience through automated content creation and targeted recommendations.
Chatbots operate 24 hours a day, providing instant responses for customers. This helps to improve customer satisfaction as wait times are dramatically reduced.
Finally, AI can analyse the success of new strategies once they are implemented and make recommendations for further improvements.
You need a plan to maximise the benefits of implementing AI into your business practices to improve customer experiences.
Four simple steps outline the process to maximise your AI investment, starting from the planning and analysis phase to choosing an experienced AI partner. Then, we will go on to highlight the importance of continual training and improvement.
Before you begin your business's AI transformation, you must assess your current customer experience well.
Start by making a list of all customer touchpoints. These could be your website, customer service chatbots, or email exchanges.
Analyse all of this customer data to find patterns. Trends in customer behaviour will reveal if your customer experience strategies are working.
Of course, to fully understand the success of any business strategy, it needs to be grounded in tangible goals. Make a list of all your customer experience goals and targets to compare them against the systems in place.
Some administrative tasks are improved particularly well by AI automation. For example, if one of your goals is reducing response time to customer service inquiries, AI can guarantee a fast and consistent result. Virtual assistants can dramatically reduce response time and handle much more complex interactions through natural language processing (NLP).
Using AI to handle routine tasks like these frees up staff members for more creative tasks.
Once your goals are clearly defined, you can look for the best artificial intelligence solution.
AI is not just one thing. It is a broad range of tools that help streamline business processes by alleviating the burden on staff members.
Let’s take the example of virtual assistants and AI chatbots again. Chatbots use NLP to have human-like conversations with customers. But what exactly is NLP?
NLP is a combination of deep learning and generative AI. Deep learning continually studies huge language datasets to improve its language understanding, while generative AI allows it to respond and make a complete conversation. Conversely, if you want to use AI to analyze current data to forecast sales, you should choose predictive AI software.
Regardless of the goal you have for your AI, you will have to choose between a packaged option and a custom option.
Of course, choosing a packaged option will be cheaper and quicker to implement. However, if you have very specific requirements, you may consider tailoring a custom solution to meet them.
Once your planning phase is complete and you know exactly what you want to achieve, you are ready to implement your AI plan. The first step of this is to identify the team that is going to manage the whole process.
Very few companies will have the expertise in computer programming languages to implement the technical changes internally. So, this is the time to find a highly competent team experienced in implementing the specific AI solution you need.
However, the need for an external technical team does not mean your current team will not be involved in this process. This process will have similarities between training new staff or handing over operations to a new department.
Your current staff will play an integral role in training the new AI programs to ensure they can perform their duties to the same standard as their human counterparts.
Showing your staff how important they are in the rollout of AI systems is crucial to getting all stakeholders to buy into the project entirely. This understanding and commitment lays the foundation for successfully implementing new AI customer experiences.
As artificial intelligence in business becomes more common, staff must be comfortable working with it.
Just as your staff will help train new AI systems on your specific business practices, it is essential that you train your staff on AI applications.
Implementing AI into business operations can be intimidating for staff. It is common for people to feel their jobs will be taken by AI. This fear can reduce staff motivation to train AI thoroughly or recognise its value to business efficiency.
By fully training staff on the value of AI, you can help reduce these fears and actually motivate staff by showing how their jobs will become more enjoyable.
AI will eliminate the need for people to carry out routine, tedious tasks, freeing staff to spend their time on more exciting jobs. It also means that previously entry-level staff can now be trained on more interesting parts of the business as you use artificial intelligence technology to largely handle their responsibilities.
If you are ready to find out how AI and other cutting-edge technology can help your business to improve customer experiences, then get in touch with New Odyssey today.
At New Odyssey, we're not just embracing the future; we're building it.
Our goal is to transform how businesses operate through implementing the most modern software solutions. We would love the opportunity to show you how we can transform your business too.
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