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Imagine a traveller checking into your hotel, where an AI-powered chatbot sends personalised instructions before they even arrive. Or a car buyer guided through their options by an AI assistant in real-time.
In modern businesses, AI doesn’t just speed up service—it tailors it, anticipating needs and creating unforgettable customer experiences. Using AI to improve customer experience can elevate your business, ensuring your clients leave with more than just satisfaction—they leave impressed.
This blog post will explore how AI can transform customer interactions and boost loyalty.
What is an AI customer experience?
AI customer service is the use of AI technology like chatbots or digital agents to provide faster, more efficient, and personalised experiences for customers.
The use of AI in the customer care sector is helping businesses to provide faster solutions for consumers, improve productivity, and also cut down costs.
10 ways to use AI for improving customer experience
1. Handle customer requests at scale
AI tools allow businesses to handle bulk customer requests easily without impacting productivity. The quick response helps businesses satisfy customers easily and win their trust.
For example, Betersport an E-commerce is utilising Trengo to help their customers at a faster pace. Trengo helps them communicate with their customers in multiple languages by understanding the context of their needs.
Businesses can use AI bots across different channels like social media, live chat, or emails and enhance their customer experience. The AI can also help support teams to quickly reply to customer queries especially when they are occupied with multiple clients at the same time.
2. Stay connected with customers 24/7
The customers are now demanding a faster response from the support team because of the limited attention span. According to a survey, 75% of consumers prefer a fast response from businesses. Whereas 50% of the customers like to have initial conversations with an AI chatbot.
So you can use AI to improve customer experience as the customers are happy to welcome the new technology. The use of AI bots will allow you to always reply to your customers no matter when they are trying to connect with you. You can use automated replies to solve general queries. Or utilise bots like Trengo that can have natural conversations with the consumers.
In addition to providing 24/7 service, AI can assist your agents in responding more quickly. Intelligent solutions, such as macro recommendations, give agents prewritten responses to customers depending on the context of their conversations. There's also generative AI for agents, which immediately extends information and generates a whole response from only a few words. These features can assist your staff in improving initial response times, reducing handle times, and shortening wait periods.
3. Deliver hyper-personalised interactions
It is not easy to keep a personalised tone for each consumer as a support agent. However, businesses can now relate with each customer thanks to AI. modern customer service tools quickly get and understand history, preferences, and needs using AI for customer service.
4. Anticipate customers’ needs and potential issues
AI can predict client wants and identify future issues by analysing data such as order history, behaviours, and preferences. This enables you to provide proactive solutions and increase customer retention.
So, using AI in customer service will help you not only respond quickly but also see their problems before they even arise.
5. Provide AI-powered quality assurance
Human evaluation is frequently used in traditional customer experience quality assessment. However, AI-powered quality assurance can objectively rate agent performance, determine consumer sentiment, and suggest areas where real-time coaching is required based on data from customer interactions. Businesses may analyse trends, proactively address concerns, and personalise agent training to guarantee they continuously deliver outstanding customer experiences.
6. Analyse customer sentiments
Powerful AI tools can now also analyse unstructured incoming customer data and share the insights with customer care so they can take prompt action. For example, AI chatbots can predict customer sentiment and predict which customer needs more attention. It will allow customer support to stay with the customers who are losing their cool due to high emotional state.
Another benefit of sentiment analysis is that it helps you understand how customers are feeling about your brand. It will allow you to highlight the customer care challenges you are facing so you can bring the specific change and win trust of your consumers with a better customer experience.
7. Create special offers for customers
Using AI in customer service can also help you improve your product recommendations. It can study customer behaviour like purchase history, browsing behaviour, and the continent they are living in. After analysing, the AI will generate a report that you can use to recommend relevant and related products for each customer.
8. Omnichannel experience
Customers are now interacting with a brand on multiple channels. For example, they can interact with your business through Messenger, WhatsApp, email, or SMS.
But does that mean hiring separate agents to guard each channel? Handling each platform individually will lead to inconsistency in your brand tone and voice. Using AI for customer service can help you solve this issue.
The AI can integrate data from all channels and put them under one dashboard. Your team can now use this data to understand the context of the conversation and continue a seamless experience for all the consumers.
9. Create more consistent brand experiences
You can train AI to create a chatbot persona according to your brand identity. It will allow you to offer a consistent tone and voice for your customers across all channels. The consistency will make your brand stand out and improve your customer satisfaction rate. According to a research of 27,000 consumers, a consistent tone can also help you boost consumer trust and loyalty.
Moreover, your in-house support team can also use AI to adjust their tones. For example, they can use AI to make their messages sound friendlier or more formal.
10. Reduce employee burnout
When customer service representatives are overburdened, they are unable to provide essential attention to customers. High levels of support agent burnout can harm the customer experience and lead to widespread turnover. If left neglected, low morale can have long-term consequences for the customer journey, taking months to fix.
With AI improving customer experience removes repetitive duties from the support agent's workday. If you remove these tasks, you can reduce your support team's daily workload, avoid burnout, and increase productivity.
Chatbots can handle some or all of the repetitive tasks your agents have to handle. You can also use a voice AI that may answer specific pre-recorded answers from your consumers who are reaching out via phone.
Examples of AI for customer experience
Now you know how to use AI for customer service. Let’s explore a few real-life examples where brands utilise the power of AI.
Betersport
Betersport is an e-commerce sports platform, that sells everything from home trainers to sports nutrition. It's a powerful brand, but it struggled with communication issues with its customers.
Before the pandemic, they were having conversations separately on each platform that is email, live chat, Facebook, and WhatsApp. They appointed different teammates to handle enquiries on different channels.
However, during the pandemic, they saw a massive increase in incoming messages. The load was so high that they had to stop live chat and other messaging apps. The only accepted queries were by phone or email.
But once they started using AI for customer service their productivity got better. Betersport utilised Trengo to bring all their communication channels under one roof. This helped to track all the conversations using one dashboard.
The result? They are now more efficient and are helping their consumers at a faster pace.
Billink
Billink is a buy now pay later company. They facilitate consumers in payments for their online shopping. As they are a customer-centred company, Billink were looking to make the communication easy and on point.
They searched for a tool that could help them maintain quality customer interaction and work hand-in-hand with their support team. During their research, they found Trengo and decided to give it a try.
Trengo helped them to maintain a high response time and win customer trust. They are now able to quickly analyse the issue and provide quick solutions from just one dashboard. The best part is that Billink has reduced its overall response time to only five minutes. Moreover, team tagging has helped them boost internal productivity.
Ferryscanner
Ferryscanner is an online platform that helps its consumers book ferry tickets to places all around the world.
The summer holidays were always busy days for their team. They had to manage a blast of incoming queries across five different channels. And it was not an easy task. However, a few years ago it became even more difficult as they saw a 700% increase in customer inquiries across different channels.
The surge in the tickets made them look for a solution and they found Trengo. Trengo helped Ferryscanner manage communications across all five channels, automate time-consuming parts, and improve the efficiency of their answers. So far the Trengo chatbot has handled 35,000 accurate conversations for Ferryscanner.
The future of AI in customer experience
Some experts believe that AI is still in its early stages. And yet it has created a huge impact on the customer care sector. As technology evolves we will see its huge role in shaping and building new customer experiences.
Here are some of the revolutions you can expect in the coming years.
Emotional AI
In the future the AI will not only just generate voice or text, it will also understand human emotions. AI will comprehend and respond to human emotions accordingly.
Your customers are already loving the quick response of your AI chatbots. They will get even more attracted if the same technology can understand their emotions and respond according to their moods. This revolution will pave the way for an empathic customer experience.
Immersive AI experiences
People are already trying outfits using filter-like technology similar to Snapchat. However, using AI in customer experience you can take it to another level. The advancements in augmented reality and virtual reality will allow customers to try out different outfits on their digital avatars and experience how they will look. The immersive AI innovation will revolutionise the online shopping experience.
Neural Networks and Deep Learning
These powerful AI algorithms will offer extremely intelligent customer interactions. They'll make sense of unstructured data (such as a customer's social media activity) to deliver bespoke experiences at a higher level of personalisation.
Quantum computing
Don’t get confused by the complex term. Just think of it as a revolution that will boost AI’s speed to process the data and make predictions. Quantum computing will allow AI to have human-like conversations and offer personalisations in the conversations.
Autonomous AI
AI will play a more autonomous role in managing client interactions. AI will assist human agents and operate independently, making judgments and taking steps to improve the customer journey.
In a nutshell, the future of AI in customer experience goes beyond simply making operations faster and more effective. It is about generating one-of-a-kind, immersive, and emotionally intelligent interactions that value the customer's individuality and autonomy.
It is about AI being an integrated part of the business ecosystem, understanding and anticipating customer requirements and values while also respecting and empathising with them. Truly, we are on the verge of an unprecedented breakthrough when it comes to how to use AI to improve customer experience.
Is your customer experience AI-ready?
Are you still wondering how is AI improving customer experience? Let’s set up a demo to show you!
A brand using AI for customer experience leverages its benefits to engage with customers faster and solve their queries efficiently. It also helps them to boost their internal productivity and work along with their support team.
So, when are you incorporating AI customer experience in your business?
