Introduction
While customers have always preferred brands that prioritize excellent customer experience, it has only become a standard for all businesses in recent years. Customers are now accustomed to and expect better experiences. ai-in-customer-engagement/” target=”_blank” rel=”noreferrer noopener nofollow”>71% want personalized servicesand around 60% will abandon a brand that does not provide them with these experiences.
Fortunately, this shift in attitude came about with (and thanks to) an unprecedented technological advancement. With modern ai/ML and generative ai techniques, businesses can deliver engaging and dynamic customer experiences at scale. Due to the nature of customer interaction, most of the attention has been focused on generative ai chatbots.
However, as technological advancement has been rapid, identifying the areas to invest in is a challenge. So, let’s create a plan with the basics of customer experience.
Using the 4 R's of Customer Experience
If you’re just starting to leverage generative ai chatbots for your business, it’s critical to understand how you can use them. The key to understanding this lies in the 4 Rs of customer experience.
- Recognize:First, identify the areas where your customer experience is lacking. For example, if they need easy access to certain services, it will be wise to schedule these services into your ai-chatbot” target=”_blank” rel=”noreferrer noopener nofollow”>Generative ai Chatbot.
- OrderSecondly, while researching customers, conduct an audit of the most common customer service complaints. Most companies use ai to address these common complaints on a large scale. Appropriate documents on standard practices and introductory videos on problem-solving processes will be of great help when training your ai.
- Reply:Once you have a core idea of the experience you want to create, start jotting down the answers that got the most feedback. These could be anything from answers that solved previous issues to videos that customers enjoyed.
- Repeat:While the first three steps are enough to get you started, repeating the process periodically will help you delight customers every time. Keep refining your process and recognizing gaps in the customer experience that ai can address, and you’ll create a cutting-edge customer experience.
This iterative practice allows you to understand the customer demands specific to your business. Additionally, the media and documents you create become the material that guides the training and deployment of your chatbots.
In the next section, we will discuss how ai chatbots are being used to create engaging customer experiences.
Read also: The psychology of human-ai collaboration in customer service teams
<h2 class="wp-block-heading" id="h-creating-engaging-customer-experience-with-generative-ai“>Creating an engaging customer experience with generative ai
Currently many companies are investing in ai Chatbots. The most common use cases we have seen are:
Customer service 24 hours a day, 7 days a week, 365 days a year
ai-powered customer service gained its fame thanks to its ability to provide 24/7 availability at scale and at a low cost. This works because ai-powered customer service can operate without human intervention and is only limited by the bandwidth of your servers.
Personalization at scale
One of the main theories of multinational marketing is based on the idea of “Nopi noon”, or that you should meet your customers “at eye level”. ai chatbots are experts at this because they can be multilingual and better understand cultural contexts.
Create engaging forms and surveys
Our experience tells us that many customers hate filling out forms and surveys, which is a barrier to marketing initiatives. However, ai-powered chatbots create better, more interactive form-filling experiences and can lead to users completing more forms.
Generate custom content
All generative ai chatbots can be highly personalized thanks to their ability to create content. Generative ai can create personalized, accurate, and context-based content for customers and help them solve their problems quickly.
Contextual conversations
When interactive voice response (IVR) systems were common, customers often had to re-explain their issues every time their calls were redirected. ai avoids this by remembering the context of a conversation for longer and providing better, contextualized responses to your customers at every step.
Additionally, you can use ai to gather customer feedback and create insight-rich marketing campaigns (by adding a chatbot to the target landing page).
Generative ai chatbots are a great complement to existing business use cases. They can be leveraged to improve customer experiences at scale while simultaneously increasing the productivity of existing sales and customer service agents.
Read also: ai for customer service: the 10 most common use cases
Conclusion
More and more companies are adopting generative ai chatbots to deliver better customer experiences. However, it is essential to develop a strategy before using these chatbots. We recommend the 4R method, where requests are iteratively recognized and responded to to understand customer expectations.
Companies using this strategy leverage the power of generative ai in creative ways to boost customer satisfaction. They take advantage of ai’s 24/7 availability and multilingual capabilities to reach new markets. They also create customizations and personalizations for their customers at scale, engaging them with new and improved content.
In our experience, this strategy and capabilities have generated spectacular results for multiple companies and we anticipate that generative ai will also be a key driver of customer satisfaction in the future.
Frequent questions
A. Yes! Generative ai can analyze customer conversations to provide timely, personalized solutions. It is also available 24/7 and can be trained to provide proactive support.
A. ai cannot handle the complex tasks that a human agent does. We recommend that ai supplement human customer service agents by automating and filtering out repetitive queries so they can focus on critical issues. We also recommend a “human in the loop” system where a chatbot passes the chat to a human when there is an issue it cannot resolve.
A. First, identify the gaps in the customer experience that you want to fill using an ai chatbot. Once you've determined that, build a chatbot that answers repetitive questions. Receive regular feedback and train the chatbot to improve the customer experience over time. You can train and deploy your chatbots without coding using third-party vendors like Communicate.
A. Yes, modern, enterprise-grade generative ai is designed to protect customer privacy. This is achieved by using methods such as RAG, differential privacy, and others. If you are unsure about a generative ai vendor, look for certifications such as SOC2, GDPR, and HIPAA to confirm whether they maintain data confidentiality at scale.
A. Your ai chatbot will only learn from the data you provide. Keep your data up to date and make sure it’s accurate by testing your chatbot periodically. We also recommend keeping a human agent on the line so they can answer the more critical questions that ai can’t handle.
