Customer experience (CX) is a critical element for the success of any company. It is precisely in these interactions that a lasting relationship can be consolidated, or a relationship can be ruined before it even begins.
If used well, customer experience can offer companies rich input for defining commercial and even operational strategies. Companies around the world are channeling significant investments into Artificial Intelligence-based solutions with the aim of improving customer satisfaction, reducing operational costs and strengthening loyalty. These solutions encompass a variety of features, from boots powered by AI to contact personalization tools.
According to the report CX Trends 2023 from Zendesk, 70% of customers spend more with brands that offer a fluid experience across all touchpoints. And it makes sense: there is nothing worse than having to repeat the same problem several times on different platforms to get a solution from the company. This happens quite often because omnichannel integration often runs into technical or budgetary obstacles. But the use of Artificial Intelligence can greatly facilitate this process.
More modern AI solutions are capable of proposing new content and improving existing processes. These solutions are called generative AI, precisely because they have the ability to generate information from learning processes and pattern analysis. And when applied to CX, generative AI brings a series of benefits. In addition to being able to monitor the performance of the service offered to the public, identifying trends and patterns that can help improve the efficiency and quality of the service provided, the technology allows you to personalize product or service recommendations based on the customer’s preferences and purchasing history. .
Generative AI in customer service also automates request routing, directing each ticket to the most appropriate human agent, taking into account demand complexity and agent availability. Promoting the use of self-service channels is another benefit that the use of AI provides, as it allows customers to find answers to their questions in a knowledge base or through customer-led service. chatbot. Thus, the use of this technology allows companies to be immediately valued, with a proportional improvement in their customer satisfaction levels.
O CX Trends 2023 It also brings important reflections on consumer expectations regarding the adoption of AI by companies. The survey shows that 82% of customers expect companies to start implementing Artificial Intelligence and, seven out of ten customers, believe that AI can enable a deeper and more personalized CX. Already 56% express excitement about receiving instant, personalized help and content through generative AI.
Thus, constant innovation in AI is the new reality for CX leaders. While this promising technology unlocks incredible opportunities, it also adds pressure to implement rapidly evolving capabilities in a timely manner and generate significant business value. And companies are not always in a position to develop their own generative AI solutions.
This movement demands high investments in development and not every brand has a technology team dedicated to these efforts. Therefore, having solutions that are applicable to various contexts and that do not require work on adapting and correcting codes for each scenario is a huge benefit for companies that want to remain competitive.
In early October, Zendesk introduced three new generative AI applications for companies that want to transform their customer experience and stay up to date with global trends. They deliver a powerful combination of deep CX expertise and AI to deliver capabilities that enable CX teams to be more efficient while also being more empathetic. This improves the consumer experience and helps companies stand out in an increasingly competitive market.
And you, have you ever thought about how generative Artificial Intelligence can increase your business?
* This text does not necessarily reflect the opinion of Adnews
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