Automation and Artificial Intelligence (AI) have already established themselves as two technological forces reshaping the landscape of customer service in companies worldwide. From intelligent virtual assistants to task automation within Contact Centers, these technologies are becoming indispensable in almost every customer service system, regardless of industry worldwide.
In this context, the role of Automation and Artificial Intelligence in Customer Experience (CX) is becoming increasingly relevant, something we at Plusnet Solutions see firsthand from our experience and daily work as implementers and integrators of these solutions in our clients’ systems. That’s why, in this article, we wanted to review the role of these two technologies in Customer Experience:
Automation: more than a reactive tool
Historically, business automation has been primarily reactive, implemented to automate routine and repetitive tasks. However, nowadays, organizations are adopting a more proactive approach, using automation as an integral part of their digital transformation strategy. According to McKinsey’s Next in Personalization 2021 report, 30% of organizations have already achieved over 50% of their automation goals for their businesses. (These are data from three years ago, where the digital transformation of large companies was already in an advanced state).
And it’s no surprise, as automation has revolutionized the way Contact Centers and companies manage customer service. From call reception to managing inquiries via email or social networks, automation plays a crucial role in streamlining processes, improving efficiency, and raising the quality of the customer experience.
With the advancement of Artificial Intelligence (AI) and other emerging technologies, Contact Centers are adopting automated solutions to provide faster, personalized, and effective responses to consumer demands. This approach not only optimizes internal productivity but also strengthens the relationship with customers by providing agile solutions focused on their needs. Let’s see how:
AI: empowering personalization and interaction
As we were saying, Artificial Intelligence (AI), in particular, is playing a fundamental role in improving the customer experience. One of the most significant applications of AI is predictive personalization. AI algorithms can predict customer behavior and needs based on past interactions, behavior patterns, and real-time data analysis. This allows companies to offer personalized recommendations, anticipating customer needs and optimizing their experience.
The exponential growth of data and changing customer expectations have raised the importance of personalization in the customer experience.
According to this same McKinsey report, the closer organizations are to consumers, the greater the gains. In fact, 71% of consumers expect companies to offer personalized interactions, and three-quarters will switch if they don’t like their experience.
The data is clear: personalization matters more than ever.
And as we mentioned before, Artificial Intelligence is also transforming customer service by understanding and anticipating customer needs, what we call Predictive AI, or even voice analysis solutions such as Speech Analytics in customer service, allowing for more effective audience segmentation and greater customization of interactions. By automating pattern identification in conversations, these solutions allow for the detection of emerging trends and prediction of customer needs. This not only optimizes the quality of customer service but also provides valuable information to continuously improve processes and customer service strategies.
- With Speech Analytics, you can efficiently analyze large volumes of audio data to better understand customer needs and sentiments during interactions.
- Thanks to Predictive AI, you can anticipate customer demands and take proactive measures to satisfy them.
Additionally, tools like chatbots and self-service portals allow customers to obtain information and resolve issues quickly and efficiently, leading to increased customer satisfaction and cost savings for the company. According to Forbes, 90% of companies that have implemented AI-powered chatbots have experienced an improvement in problem resolution in their customer service.
In this context, as leaders in integration and development of solutions for Contact Centers, at Plusnet Solutions we work daily with automation and AI technologies to improve CX and our clients’ service processes. By leveraging the latest technological innovations, such as AI and voice analysis, we offer personalized solutions that help companies optimize their processes and deliver exceptional experiences to their customers.
Looking ahead, AI is destined to play an even more integral role in the customer experience. Advances in these technologies will allow for even deeper personalization, predicting customer needs based on past behavior and real-time data analysis. However, it’s important to remember that successful implementation of AI in the customer experience requires a balance between automation and human interaction. Companies that achieve this combination will be better positioned to offer exceptional experiences that drive customer loyalty and business growth.
Ready to take your customer experience to the next level? At Plusnet Solutions, we’re here to help you make the most of automation and artificial intelligence.
Contact us and let us tell you how.