How Generative AI Enhances Customer Experience:
For it or against it?
Customer experience (CX) is the sum of all the interactions that a customer has with a brand, from the first contact to the final purchase and beyond. CX has always been a key factor that influences customer loyalty, retention, and satisfaction. An evolution of behaviours from way back in time, when human population began to barter and fast forward later evolving into the way commerce is being practiced today. In today’s competitive and digitized market, CX is more important than ever, as customers expect personalized, fast, and convenient service across multiple channels.
One of the emerging technologies that can help businesses improve their CX is generative AI. With all these talks and multiple articles on Generative Ai, sometimes do we ever stop to think what is generative ai? and how it can help with my daily life and not only in the spectrum of business sense. As laymen, do we understand?
Generative AI is a branch of artificial intelligence that can create new content, such as text, images, audio, or video, based on existing data or inputs. Learning from data and generating realistic and relevant outputs that can enhance various aspects of CX, such as marketing, support, and engagement. Which means, ever since the introduction of “smartphone” artificial intelligence has very much been a part of our lives. We forget how it has propelled us this far in elevating our daily lives. Businesses have been using these technologies to better serve us – the consumers.
Shall we explore some of the use cases and benefits of generative AI for CX, as well as some of the challenges and best practices for implementing it?
🔺Use Cases of Generative AI for CX
Generative AI is being applied and its usage is being continuously improved in these various domains and industries, such as e-commerce, healthcare, education, entertainment, and more.
How? One should think with businesses who are at the forefront in ensuring CX takes priority in their business expansion goals, the word OMNICHANNEL is certainly not something new at this stage. It’s onwards to the next stage of how to power these Omnichannel platforms to be even more efficient and “human-like” when dealing with their customers.
“McKinsey’s State of AI report shows more than half of companies are investing more than 5% of their digital budgets in AI. One such fiction-come-true generative AI platform making headlines in the market is ChatGPT. Source: Forbes”
Here are some of the examples of how generative AI can be used to improve your company’s CX overall journey:
🦾 Personalized Marketing:
“Get yourself ready, the world won’t wait for you,” he said. “Life will always have ups and downs, just like how our fingers are made. Therefore, don’t worry; rather have the mindset not only to change but to also revolutionise.” Quote by Dato’ Lewre, Royal Couturier, pioneer of Bespoke footwear. Source: DCInterNet.
Revolutionise your business strategy with the help of Generative AI. But first one needs to “identify” Which customers are the right target market for Bespoke services. Which can command high-value. This is one of the important aspects – the correct target market.
Generative AI then proceeds in helping marketers to create personalized and engaging content for their target audience, such as emails, ads, landing pages, social media posts, and more. Analysing customer data, such as demographics, preferences, behavior, and feedback, and generating tailored content that matches their needs and interests. For example, generative AI can create catchy headlines, compelling copy, and relevant images for email campaigns that can increase open rates, click-through rates, and conversions.
🦾 Proactive Support:
Proactively Supporting CX Agents, in order to support your customers with accuracy in troubleshooting and providing solutions correctly. Generative AI can auto-generate customer replies, assist agents as they type, automate note-taking, and summarize call transcripts.
Generative AI is able to help CX agents in leveling up the momentum to support their customers, such as answering queries, resolving issues, and providing recommendations. How? By understanding customer intent, context, and sentiment, and then generating appropriate and accurate responses, based on various knowledge sources, such as FAQs, knowledge base, CRM, and more.
🦾Enhanced Engagement:
Constantly evolving by reading and immediately turning the collected data into what the customer needs’ or potential wants’, Generative AI can help businesses create enhanced and immersive experiences for their customers, such as interactive games, virtual reality, augmented reality, and more.
Bouncing ideas off-Generative AI! Helping to generate realistic and dynamic content, such as characters, scenes, sounds, and dialogues, that can engage and entertain customers. For example, generative AI can create personalized avatars, stories, and scenarios for gamified learning.
🔺Generative AI: The Next Frontier of Customer Experience Innovation
How can I make my business better for my users’ experience? This is one of the forefront questions successful businesses have built on. Making experience better for users, before the next question – how can my business generate more revenue? Because, a product or service is stemmed from a firm belief, a passion and an intent to share with the world that this is a “really great product”! The rest will follow.
“While businesses work on the above, the importance of great CX Support is vital, having the option of Cloud Contact centres for those who prefer flexibility of starting small or for larger businesses who have an allocated tech-team for On-site Contact centres , which can enhance the growth of many businesses across industries. Malaysia is moving into the direction and achieving the goal of being the “Asian Digital Tiger”. Providing incentive to international companies in investing Data-centres here.”
Have you heard this phrase from a disgruntled customer – “I’ll be supporting your competitor, even if their prices are slightly more comparatively, I received the service and my money’s worth.” These sentiments ring true today.
Generative AI changes the landscape of Omnichannel CX Support. Enhancing what was a great platform, into something more better, offering various benefits for businesses and customers.
Chatbots such as 𝐀𝐂𝐄 = 𝐀𝐮𝐭𝐨𝐦𝐚𝐭𝐞𝐝 • 𝐂𝐨𝐧𝐯𝐞𝐫𝐬𝐚𝐭𝐢𝐨𝐧𝐚𝐥 • 𝐄𝐦𝐩𝐨𝐰𝐞𝐫𝐢𝐧𝐠, it brings a fresh and much welcomed experience to your customer in several ways. After all “Services” are tangible, hence that’s why we value CX Agents who have these soft skills. Now with Generative Ai, we “enhance” these soft skills to the next level. Here are are three great points:
1. Omnichannel Mastery: ACE excels in delivering self-service and personalization through AI, guaranteeing immediate and precise responses across a wide range of channels, including web chat, messenger apps, WhatsApp, and Twitter.
2. Seamless Multi-Channel Connectivity: ACE effortlessly establishes connections with customers around the clock across multiple platforms, enriching satisfaction levels and fostering customer loyalty.
3. Intelligent AI Capabilities: Loaded with cutting-edge predictive dialer technology, extensive knowledge resources, effortless integration, and targeted messaging capabilities, ACE enhances the quality of your customer interactions.
With ACE, you capitalize on customers’ growing comfort with chatbots. It’s time to implement this LiveChatbot to handle FAQs and guide customers to payment pages, reducing wait times and enhancing CX. Take your system to the next level with AI-powered chatbot capabilities, making interactions truly memorable. ACE is your path to transforming CX and making a lasting impression.
🔺Challenges and Best Practices of Generative AI for CX
Generative AI is a powerful and promising technology, but it also comes with some challenges and limitations, such as:
Generative AI can create content for businesses, but it faces challenges such as data quality and quantity, ethical and legal issues, and human oversight and collaboration. Businesses need to ensure that they have reliable and diverse data sources, and apply data processing techniques, to improve the performance and accuracy of generative AI. They also need to use generative AI responsibly and transparently, and comply with the laws and regulations, to avoid ethical and legal risks. Moreover, they need to have human monitoring and evaluation, and quality control and feedback mechanisms, to correct and improve the outputs of generative AI.
Hence it’s utmost important to have a trusted technology partner who is able to support and walk you and your team through all the way in this journey of discovering the benefits of integrating Generative AI.
Is Generative AI a game-changing technology that can revolutionize CX? Certainly! One would not think the world will be turning its back on this technology. Instead, it will only propel many businesses to invest heavily in the next coming years.
However, generative AI also comes with some challenges and limitations that require careful and responsible implementation. Businesses need to ensure that they have high-quality and relevant data, adhere to the ethical and legal standards, and collaborate with human experts, to leverage the full potential and benefits of generative AI for CX.
The pros outweigh the cons at this point of time from many thoughts leader’s point-of-view. Generative AI can help businesses create personalized, proactive, and enhanced CX, that can increase customer satisfaction, loyalty, and retention. Generative AI can also help businesses improve their operational efficiency, productivity, and innovation, and gain a competitive edge in the market.
Does your existing Chatbot system require an overhaul? Or perhaps you are looking to implement a fresh solution to your CX support framework? Partner with someone whom you can trust, for your businesses can ride the wave of changes smoothly. Chat with Accordia Solutions for more insights.
