In a world with increasing permeation of AI technology, it’s important to hold on to human touch. This is especially true when it comes to the customer experience. AI can be a helpful tool to enhance this experience, using methods such as predictive routing and sentiment analysis, but that’s exactly what it is: a tool, not a replacement. Read on to find out more about how AI can provide insights, while The Office Gurus can provide connections.
The Importance of the Customer Journey
Customers are the backbone of a company. Without them, there would be no business. This means that their journey when interacting with the company is of the utmost importance, whether they are new or returning. There has been a movement in recent years towards personalizing interactions with customers to improve their experience. In fact, a study by Forrester found that 77% of consumers prefer “a brand that provides a personalized service or experience”. Also, in the same study, 68% of customers stated that they would not likely return to a company if it did not “provide a satisfactory customer experience”. To strengthen your connection with customers, a personalized experience is essential, and artificial intelligence can help.
How Artificial Intelligence Works
Two key features of artificial intelligence (AI) are natural language processing and machine learning. Natural language processing focuses on learning more about human language, the hidden meanings behind certain phrases, why words are used the way they are, the nuances that can arise, and how to interpret conversations accurately. This is especially helpful when interacting with a customer, so they feel understood and heard.
Machine learning involves looking at large sets of data and learning the patterns that occur, then making more accurate predictions about future data. As mentioned by IBM, “this pattern recognition ability enables machine learning models to make decisions or predictions without explicit, hard-coded instructions”. While training on the data itself can take some time, once the model is trained, predictions can run in the background, allowing agents to focus on helping and making connections with customers.
AI Methods to Improve Customer Experience
- Journey mapping – the concept of journey mapping is a way to capture the customer experience from their perspective. This map shows where the customer goes when an issue arises, the behaviors they exhibit along the way, and any areas where they may have difficulty and friction. Through artificial intelligence, we can gain insights into why customers exhibit certain behaviors or why situations become difficult for them, and then adjust to improve.
- Predictive routing – AI thrives on tasks that involve analyzing past data to find patterns and predict what the next best course of action would be. In the context of routing, AI can identify the type of help the customer is seeking and direct them to the right agent or resource to get the answers they need. This ensures that customers are not spending unnecessary time and building frustration by being transferred to different contacts before finding the one who can help.
- Sentiment analysis – Analyzing the sentiment of a customer’s interaction is primarily accomplished through natural language processing, as discussed above. AI looks for specific cues that indicate different emotions, such as a raised voice on a call indicating frustration or the use of passive-aggressive terms when upset. It could also go the other way, pinpointing positive emotions to continue fostering brand loyalty with a happy customer. Based on customer sentiment, the human agent can adjust their strategies to improve the customer experience.
- AI-driven QA insights – Using machine learning and pattern recognition, AI is able to catch potential issues in real time before they escalate beyond control. It can flag issues for agents to address as they occur. With these insights, agents can take a dissatisfied customer to a loyal one.
- Hybrid AI and human escalation – Similar to AI-driven insights, AI can be used alongside human agents. This is accomplished by having the AI as the first contact with the customer, using tools such as predictive routing to figure out where to send them, and then if the customer begins showing frustration or the issue is one that can’t be solved with simpler techniques, the case can be escalated to a human agent, who has been trained to deescalate the situation and calm the customer.
Where The Office Gurus Fit into the Picture
Connections are at the heart of The Office Gurus, between people and also with technology. While AI is helpful for improving the customer journey, people are still at the center, the secret ingredient that helps to make an experience truly personalized. By weaving together human connection and AI insights, we can build brand loyalty among your customers and support you in achieving your goals.
Final Thoughts
Natural language processing, machine learning, and the technology behind artificial intelligence are excellent tools for improving the customer journey, but nothing can replace the human touch. The best course of action is to strike a balance between AI’s efficiency and its connection with agents. Reach out today to learn how The Office Gurus strike this balance.
