Offering impeccable customer experience is not an option. It is a mandatory protocol for every organisation. When a brand scales globally, the need to offer consistent CX becomes urgent and important. This is where the integration of artificial intelligence can work hand-in-glove with CX professionals. AI had already been a part of the CX ecosystem in the form of chatbots. However, for 2024 and beyond, AI is now a necessity.
Back in 2020, Gartner had predicted that enterprises will streamline 85% of their conversations with customers using AI. The well-studied technological prophecies are true.
In the current era, Forbes Advisor has reported that 64% of business owners have adopted AI to improve customer relationships that will enhance client interactions.
How Can AI Improve Customer Experience?
Artificial intelligence has extensive capabilities when it comes to collecting user data and offering astute solutions for any pain points. However, here are some ways how AI can exponentially improve CX protocols
1. Offer tailored recommendations based on user history
A good example for this is Netflix. Netflix uses AI to identify a user’s preference and personalize shows based on their previous watch history. It uses AI to study the user behaviour and how they rate shows. Based on their usage metrics, preferences, scroll patterns, viewing habits, AI can offer recommendations that will suit the viewer the best.
AI can assess user data based on chatbot conversations and financial requirements and suggest what might suit their precise requirements.
2. Round-the-clock virtual support with precision
A trained AI does not need manual intervention. The model will learn conversation, problem solving skills and study past interactions to offer 24/7 customer support. This is useful when your customers are in other parts of the world and manual assistance is not promptly available. This can also help you divert resources to places that may need urgent assistance. AI can offer tailored interactions in real time.
3. Faster and efficient service using personalization metrics
At least 71% of customers expect personalization between them and the brands they interact with. Using AI, brands can launch auto reply emails and notifications for subscription based services and payment plans. AI can assess customer data individually and offers ways to serve them efficiently. Artificial intelligence can also collect behavioural data across websites and apps to offer personalised recommendations.
4. Predictive analysis on churn potential
While publishing surveys and collecting data, potential churn may not always be evident. AI can help you move through the large complex mass of customer data efficiently. You can uncover trends on unhappy costumes, probable churn potential and people’s emotional metrics. AI algorithms can assess customer sentiments and pin-point places where you can improve customer experience metrics.
Artificial Intelligence in Customer Experience: What to Expect in 2025
As per PWC’s Annual Global Survey, 70% of CEOs think that generative AI will amplify the way companies create and offer value in the coming years. Many companies in the SaaS industries have used AI to orchestrate the customer journey’s to be seamless and personalized as per the usage metrics. This includes Adobe products, Canva, and similar softwares.
1. AI will enhance CX by offering filtered services
Spam calls have been a problem in India. A major telecom company has integrated AI to filter spam calls. The AI will filter and auto block spam calls from every cellular device that uses their telecom services. This will enable users to seamlessly use the services and avoid unwanted messages or calls. AI will increase efficiency by being straight to the point. This will save time and effort of companies who often hold a global presence.
2. AI is powering customer interactions across customer support teams
By 2025, AI will power almost 95% of customer interactions to the point where you cannot differentiate between a human agent or a bot. This will include live chat conversations and telephonic calls. As per Gartner, 80% of customer service teams across organisations will use generative AI in some form, be it AI-supported chatbots or to understand complex customer interactions.
One might argue that AI cannot replicate human emotions. Professionals are working on AI-powered empathy engines to replicate human emotions and offer more empathy during customer interactions. Companies using AI empathy engines can witness a 40% increase in customer satisfaction CSAT scores.
3. Automation can save hours of manual labour
Merren uses various CRM integrations and offers smart survey automation to save time across various customer journey touchpoints. You can schedule your CX campaigns and collect data across days or weeks depending on the campaign timeline. The Merren CX dashboard also offers data on people who have completed the survey vis-a-vis people who have not attempted or opened the survey. You can nudge your respondents automatically based on this data.
WhatsApp and Facebook have integrated Meta AI to generate quick insights, offer instant answers, and generate AI images within your chat windows. Meta AI is powered by Llama 3.2 engine. Facebook’s Meta AI can generate conversations, translate languages and offer the latest news and much more within your messenger applications.
However, there is more to automation than this. CX team burnout can cost a company north of $5 million annually. AI can work for the welfare of CX teams and can detect agents who are on the verge of burnout. This can help supervisors to step in and share the workload. This in turn can help companies maintain the standards of offering memorable customer experiences.
4. Artificial intelligence can generate and summarize customer data
AI-powered insights can summarize customer responses across survey campaigns, and detect overall NPS and CSAT trends. It can assess customer behaviour based on their previous preferences, purchases, transactions and interactions. It can seamlessly compile a large mass of customer data that will help CX marketers focus on data-based decision making. Even at this stage, part of the decision will still be made by an AI based on their previous data. Predictive assistance and proactive relationship-building can prevent customer churn rates and anticipate customer needs.
AI in survey data analysis is already a part of Merren’s CX campaign. You can access speech-to-text and sentiment analysis on the CX dashboard. Many customer experience platforms are adopting AI integration to detect NPS detractors and study probabilities of retention or churn rates.You can obtain real time insights and work to improve high friction touchpoints.
AI-powered dashboards can visualize data and present complex information in an easy-to-study format like graphs, charts, trends and infographics. PwC has reported that 70% of customers would like brands to be transparent about how their data is being used. Being upfront about the data on your dashboard can contribute to the improvement in customer loyalty by 15%.
5. Predictive customer experience management across user journeys
PCEM or predictive customer experience management uses artificial intelligence to ‘predict’ and anticipate a customer’s needs in real time. This is most useful when customer journeys are lengthy across industries of automobile, banking and finance and certain FMCG goods.
PCEM can study massive amounts of customer data including browsing history, purchase patterns, metrics from their loyalty cards and social media usage. This will help brands tailor experiences, solve potential issues and obtain positive ratings on CSAT and NPS scales. Overall, PCEM’s main goal is to minimize pain points as much as possible for a positive customer experience. Certain studies across companies report that there is a 10%- 15% increase in customer satisfaction due to predictive analysis methods used by companies.
6. Dynamic offerings based on customer segmentation and emotions
Dynamic offering is a useful feature to prevent churn rates. AI can detect frustration metrics and offer discounts to encourage repeat purchase and alleviate their concerns. AI can also detect happy customers and focus on upselling or cross selling products that are appropriate for that segment. AI algorithms can study market conditions and suggest optimal pricing based on customer demands or competitor pricing.
The dynamic pricing model is still in its nascent stage. However, the CX professionals are looking at industries of e-commerce, luxury, travel and hospitality to set the momentum.
7. Seamless omnichannel experience maintaining context across channels
Omnichannel CX is the future of exceptional customer experiences. In the USA alone, there are 200 million Facebook messenger users and WhatsApp touched 100 million users as of July 2024. Gen Z users alone seek self service touch points while senior citizens might require human assistance and interaction via phone calls.
Industries such as automobile brands offering omnichannel experience are more likely to gain higher customer engagement. Buying a car requires serious consideration. This customer journey is likely to be lengthy as it is beset with complex decision making processes. This is the one of the main reasons why targeting CX across various channels can give you a competitive advantage.
AI can collect data from diverse channels: website tracking metric, mobile applications, in-store or online usage history, social media interactions etc. Users can get a seamless experience across various platforms even when they switch. AI has the ability to maintain context among channels and offer uninterrupted journey experiences.
Transform AI Customer Experience with Merren
You can use AI-driven features from Merren and supercharge your CX campaign for any audience across any time zone. The best part? You do not need technical expertise to use Merren. Its all-round compatible platform works hand-in-glove with any marketer.
- AI Survey Builder can help you build a fast survey in a few clicks. You can create a user persona, NPS metric or a CSAT survey in a snap.
- AI analytics can give you an overview of all the responses on the CX dashboard. Make data-driven decisions today.
- Real time analytics can empower CX professionals to close the customer feedback loop. Prevent churn potential with in-moment analytics.
- Multichannel integrations offer WhatsApp surveys, Facebook messenger surveys, chatbots, dynamic emails and dynamic SMS for an all round omni channel presence.
- Multilingual features ensure that your surveys are auto-translated for the right audience. Choose from over 70+ languages.
- Sentiment analysis can help you gauge customer emotions and segregate it as per priority.
- Smart CRM integrations can help you automate workflows, integrate with BI tools and save the manual efforts for serious human-oriented decisions.
Conclusion
The future of customer experience is going to be driven by newer AI technologies. A lot of AI integrations are under development. However, marketers can already witness the use of generative AI to be efficient support agents, study customer data and offer predictive solutions across touchpoints. Organisations have a major focus on increasing revenues and decreasing overhead costs at the same time. The future of CX belongs to efficiency and automation.
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