In a previous blog post, we shared how Conversational AI chatbots have become an increasingly popular tool for businesses to improve their understanding of the customer experience (CX). These chatbots are designed to simulate human conversation, allowing businesses to engage with customers in a more personalized and efficient manner.
In this blog post, we will explore the multiple benefits of using Conversational AI chatbots to improve CX in a variety of industries.
Examples of Industries that Can Benefit from Conversational AI Chatbots
Retail: Personalized product recommendations and process orders.
Banking & Finance: Financial advice and process transactions.
Education: Personalized tutoring and answer student questions.
Healthcare: Schedule appointments, provide medical advice, and answer patient questions.
While each of these industries can greatly benefit from the use of Conversational AI in typical chatbot use cases as outlined above, they often face challenges when it comes to implementing Conversational AI in CX programs and initiatives.
Common CX Challenges
Aligning the organization around the customer: Creating a customer-centric culture can be challenging, especially in larger organizations where different departments may have different priorities. Companies need to align their entire organization around the customer to ensure that every touchpoint is optimized for customer satisfaction.
Understanding customer needs and expectations: An effective customer experience journey begins with understanding what your customers want and expect from your product or service. Companies need to invest time and resources in customer research and feedback mechanisms to truly understand their customers’ needs and expectations.
Breaking down silos and integrating systems: Many companies have different departments and systems that operate independently of each other, which can lead to disconnected experiences for customers. To create a seamless customer experience journey, companies need to break down these silos and integrate their systems to create a unified experience for customers.
Consistency across all channels: With the rise of digital channels, customers now interact with companies through a variety of touchpoints. Maintaining consistency across all channels can be challenging, but it’s crucial for creating a seamless customer experience journey. Companies need to ensure that their messaging, branding, and overall experience is consistent across all channels.
Measuring success and ROI: Measuring the success of customer experience initiatives can be challenging, especially when it comes to calculating ROI. Companies need to identify the right metrics to track and measure the impact of their customer experience initiatives to ensure they are delivering a return on investment.
Adapting to changing customer needs: Customer needs and expectations are constantly evolving, so companies need to be agile and adaptable to keep up with these changes. This means regularly monitoring customer feedback and adjusting their customer experience journey to meet changing needs.
How Conversational AI can help overcome these CX challenges:
Qualitative at Scale
Typically captured in conjunction with key customer KPI’s for an organization, Conversational AI can be used to collect open-ended feedback from your customers. Not only does this allow customers to talk about what’s important to them (and not be stuck with the confines of a traditional survey) but enables organizations to really get into the why behind the quantitative ratings.
Using Conversational AI to elicit the feedback that will help identify areas to improve the experience isn’t as straight forward as letting ChatGPT interact with your customers. Best practice qualitative research involves creating a guide to focus the conversation on what matters in the limited time that people have, and phrase questions in a way that provides unbiased and meaningful responses. This control remains highly relevant when your ‘moderator’ is a Large Language Model.
Real-Time Data Collection
Conversational AI chatbots can collect real-time customer data, which can be used to inform future business decisions. By analyzing customer behavior, businesses can identify patterns and preferences, and use this information to improve CX and increase sales. For example, businesses can use chatbots to track the products customers are interested in and provide personalized recommendations based on their browsing history.
Personalized and Efficient Customer Support
Another benefit of Conversational AI chatbots is that they can provide personalized and efficient customer support. These chatbots can be programmed to answer frequently asked questions, provide real-time support, and make personalized product recommendations based on customer preferences. This can help businesses provide a more seamless and hassle-free customer experience, leading to increased customer satisfaction and loyalty.
Conversational AI chatbots can also provide multilingual support, making it easier for businesses to engage with customers who speak different languages. This can be especially useful for businesses with a global customer base, as it allows them to communicate with customers in their native language. By providing multilingual support, businesses can improve their CX and expand their customer base.
Automation of Routine Tasks
Automating routine tasks that would normally require human intervention is yet another benefit of Conversational AI chatbots. They can be programmed to schedule appointments, track orders, and process returns. This can save businesses time and resources, allowing them to focus on other important initiatives. It can also provide a more efficient and streamlined customer experience.
How HumanListening™ can help you improve your customers’ experience:
At HumanListening™, we have developed a powerful Conversational AI chatbot named EVE that is designed to help businesses create a meaningful engagement with their customer, to get to the why behind the what.
With EVE, businesses can collect customer data in real-time and use that data to inform future business decisions. You can control the parameters of your conversation to deliver to the organization’s objectives, analyze open-ended feedback with other quantitative questions in the survey, and base business decisions on the voice of your customer. It’s like briefing a moderator to talk with thousands of people in real time, with complete control.
EVE is bi-lingual too. This means businesses can better engage with their customers in multiple languages, across multiple geographies to understand the cross-cultural similarities and differences that impact the customer experience.
Then with advanced text analytics in the HumanListeningTM platform, designed to analyze Conversational AI data, you can identify patterns in customer behavior, that can be used to optimize the customer experience and improve sales.
Conversational AI chatbots have the potential to revolutionize the way businesses engage with their customers. By providing personalized and efficient support, automating routine tasks, collecting real-time customer data, and providing multilingual support, businesses can improve CX and increase efficiency. To learn more about how HumanListening™ & EVE work together to support your goal of a seamless customer journey, check out our latest webinar on Replacing Traditional Survey with Conversational AI
To find out how Conversational AI can power up your CX program, enquire below!