Artificial intelligence (AI) is often misunderstood. AI is neither intelligent nor is it a technology. It’s a term for a collection of many different technologies that allow computer systems to work together to sense, comprehend, act, and learn with human-like levels of intelligence.
Technologies like machine learning and natural language processing are applied in combination to form a mathematical system that can analyze data and pinpoint patterns. This concept is called a neutral network which relies on data and computer processing power to learn to recognize patters.
Artificial Intelligence (AI) tools use data and customer profiles to learn how to best communicate with customers, then serve them tailored messages at the right time without human intervention, making it efficient and fast. Collecting data and adopting smart technology solutions to analyze and implement it, allows businesses to anticipate the customer’s next move and improve their experience. This translates into a series of tailored experiences at every point of the customer journey. Moreover, when leveraged properly, AI can extract the most valuable insights from data sets and act on them in real time, allowing better return on investment performance with less effort.
The use of artificial customer support chatbots has been skyrocketing in recent years and will continue to grow and replace humans in online customer support. Chatbots are virtual customer assistants that conduct online chat conversations via text or text-to-speech. The business impact of chatbots comes in the form of accelerated responses to customer queries, time savings, and major productivity improvements in providing customer service. Customer service agents, who are offering live support to customers, will also be able to bank on the intelligence of chatbots to provide contextually correct assistance.
Delivering in-the-moment customer engagement with the help of AI-powered platforms enables businesses to engage, support, or even onboard customers. When combined with multi-channel support (websites and mobile apps) the instant communication can, therefore, deliver insightful details to strengthen customer engagement strategies.
Next week: The final installment of our four-part mini-series on rethinking marketing looks at how out-of-the-box marketing will engage customers in new, fun, and surprising ways.
