Learn about customers with AI
Chatbots can do the heavy lifting for you
Many companies have already understood and started moving in the right direction: A recent survey by retail management firm BRP Consulting found that 45% of retailers are expected to increase the use of artificial intelligence for customer experience in the next three years.
Some have already started. Skiing equipment company Black Diamond relies on AI to determine which products it should push to shoppers. Using environmental data and insights about buying history, its website serves tailored product recommendations for each visitor.
Meanwhile, cosmetics brand Sephora uses a chatbot to interact with its customers and prompt them to fill out a survey, allowing them to create a custom offering.
In fact, chatbots can do the heavy lifting in data collection: Support chatbots, for instance, don’t just help customers but also gather data and insights: Since they automatically interact with customers thousands of times per day, they allow businesses to recognise which part of their customer experience causes an increase in requests—and consequently needs adjusting.
Don’t let the hype fool you
AI is often portrayed as an almost magic problem-solver. In reality it is just another tool businesses can use to put their customers first and improve their experience. AI can help you better understand your customers and successfully improve all their touch points that you offer.
Not being fooled by the hype surrounding AI means considering it as a tool rather than a remedy and to use it smartly to create happier customers—and with it better retention and new business.