AI-driven Customer Experiences: The future of chatbots in big business

March 21, 2019

No one can deny the contribution that AI has had towards Customer Relationships management in the last decade. Now, chatbots capable of autonomously engaging several customers at once and has become a boon for B2C startups looking to scale operations without a heavy and cost-intensive customer support team.

Chatbots are now evolved enough to single-handedly manage end-to-end customer journeys by taking feedback, registering complaints and converting leads through human-like personalized chats. As Bill Gates himself said it best, “Your most unhappy customers are your greatest source of learning.”

And the benefit with AI is that this learning is continuous and exponential, each customer interaction makes the AI chatbot better at handling similar customer management use cases. It may seem like we’re at the pinnacle of machine-led customer experiences, however, there’s a long way to go.

The challenge - Need for tailored personalized experiences.

The common consensus is that the consumer loves increased levels of customization in any kind of chatbot or support communication. Whether it is instant 24*7 attention to register complaints to a chatbot or virtual assistants, people prefer every interaction to be more personalized. One of the first companies to use chatbots for support, is an example of a brand that uses chatbots right.

Their bots are programmed to answer all customer queries and suggest the best options possible all the while holding a casual and on-the-point conversation with customers. Only brands that use data unification, real-time insights and business context to improve their AI systems will emerge successful in achieving personalized communications.

A template approach with zero contextual inputs may frustrate and alienate the customers more and may prove counterproductive. However, simply figuring out customer demand patterns isn’t enough. Soon, these solutions will be able to predict the needs before even the customer knows their own needs and proactively communicate to upsell customers based on previous interactions and history.

The final frontier remains emotive AI that is able to replicate the way humans interact with each other. Eliminating robotic voice and procedural scripted lines of dialogue with intelligent contextual responses are the event horizon that we’re steadily moving towards.

The opportunity - AI driven analytics and insights

AI enabled chatbots are now able to high-value insights into the customer’s preferences, after sifting through petabytes of information gathered through customer support interactions.

Machine learning has enabled data mining for unique customer insights from the most effective set of sample data (disgruntled customers) enabling companies to listen to what their customers are saying, statistically quantify it, and move in the right direction.

These insights can then be absorbed by the Chatbot’s self-learning capabilities to improve customer experiences and provide more insightful responses.

Leveraging chatbots to scale your business.

Chatbots can create opportunities for product companies and startups to scale up effectively by optimizing their support and operations functions. AI chatbots also help in deriving accurate customer insights based on customer feedback that helps companies make data driven decision about product roadmap, features, monetization and more. An effective chatbot can help companies improve their support staff productivity, reduce overhead costs, receive precise customer insights and more.

At Fission, we pride ourselves on our extensive expertise in cutting edge technology including Artificial Intelligence, NLP and Machine and Learning Technologies. Our diverse skill set and experienced product team helps us create sophisticated and personalized chatbot systems to meet your unique business needs. Looking to integrate chatbots into your tech stack - Talk to the experts

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