UNDERSTANDING CUSTOMER DATA WITH ARTIFICIAL INTELLIGENCE
More customers are searching for businesses that understand them and their specific needs. With a large amount of data, companies have to choose from, analyse, and understand, businesses are left at sea on what matters and what doesn’t matter. There is so much data to choose from, and so much personalization with a customer’s journey that every business that wants to thrive in the 21st century must either embrace the help of Artificial Intelligence or be left behind.
Customer’s journey and customer experience needs artificial intelligence
The world of customer service is getting dicier as the days roll by. People no longer patronize businesses that treat them like every other customer; customers want to be treated like the only customer the business has.
For a business to properly deliver personalized user experiences, they need to understand the customers and their buyers’ journey.
A buyers’ journey is the process through which a customer hears about a business, patronizes the business and interacts with the business. The experience the customer has with a business is often influenced by a series of factors, ranging from social trends to psychological and personality traits.
To better understand these customers’ experiences, data — useful data — must be collected.
How does a business then sort through the sea of data? How do they make sense with the monitoring of the customer’s experiences, placing them into categories and sub-categories to better understand and treat the customers right?
Artificial intelligence is the answer.
Artificial intelligence is the no longer the new cool with data mining and data analytics, it has become a necessary cog in the business wheel. Artificial intelligence is important because, aside from gathering lots of relevant data in record time, categorizing and analysing the data, it also helps with customer service. For example, chatbots help to reduce the workload on a human customer service agent and respond to customers’ needs promptly.
Recent research on customer response time revealed that customers feel unheard and unimportant when their complaints are not responded to within 24 hours of laying the complaints. Therefore, AI, in the form of Chatbots, helps to reduce the response time to customer queries, thereby building better customer service and customer relationship.
How does AI affect Customer Data?
The fear that AI would take work off the hands of many data analyst is not farfetched. However, there will still be need of Data Analyst, because it’s only humans that can interpret and implement these analysed data.
Artificial Intelligence affect Customer service in the following ways:
- AI helps with quick Unification of Data: With customers needing real-time responses and more personalized services, Artificial Intelligence provides business with quick data unification. Combining all the necessary data and making sense of the ocean of data. Customers expect companies to deliver a unified experience — experiences that meets their need in a personalized way. And when businesses don’t meet these expectations, customers are often disappointed. With AI, these data can be easily collated, unified and personalized customer journey created, thereby leading to a better customer experience.
- Helps Deliver Real-Time Insights: There are so many customers who want to get real-time answers to their questions. Artificial Intelligence helps to accelerate data analysis, helping to find useful relationships between a large amount of data. These relationships, after they’ve been revealed, helps the business deliver real-time results to the customers. And this improves customer experience.
There is a plethora of benefits that Artificial Intelligence in customer data — gathering, analysing and interpreting — hold for businesses. It makes work faster, create a better and more personalized buyers’ experience.
Which Artificial Intelligence tools do you use in your customer Data gathering and analysing? Or you have not started using Artificial Intelligence yet?
Share your thoughts with us.
