The Future of Customer Experience: AI Chatbots and Personalization

 


Customer interactions are going through incredible advances with the development of technology since the last decade. In particular, Artificial intelligence (AI) is drastically changing the face of customer engagement. What does that mean for businesses all around the world? Will it mean that intelligent customer service automation will control customer experience? If yes, then what will the future of it from the customer relation standpoint look like?

AI chatbots are not limited to scripted or rule-based conversations. They use Natural Language Processing (NLP) and machine learning to understand the context of a sentence and carry on a conversation with the customer. AI chatbots can now guide customers toward the content they need and provide them with personal responses to their queries. Personalized answers are very necessary for those firms that do not hire too many customer support agents. Let us talk about how personalization can improve customer experience.

Personalization to improve customer experience

Following are the importance of personalization with AI Chatbots and how it can improve customer experience in the future:

 

  1. Personalized content

A recent study revealed that 80% of customers are more likely to do business with a firm that gives them a personalized experience. AI applications like chatbots have been enabled to speak directly to each customer and give them a personalized experience. It is possible at a reasonable acquisition and a small implementation cost, as compared to the conventional database.


Original content:-  The Future of Customer Experience: AI Chatbots and Personalization


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