Artificial intelligence (AI) has the potential to transform many aspects of our lives, including customer relations. Companies in all sectors are using it to improve their processes, efficiency and, in particular, to personalize relationships and boost customer engagement.
Here are a few examples that are already part of our daily lives:
Amazon uses AI to recommend products to customers based on their past purchases and interests.
Netflix uses AI to recommend movies and TV series to customers based on their viewing habits.
Facebook uses AI to identify potential customers and provide them with personalized offers.
Tesla uses AI to provide assistance to drivers in the event of a problem.
AI doesn't just improve existing services, it also enables new relationships and new services to be offered to the end user.
More specifically with regard to customer relations, we can organize the benefits according to 3 trends:
Task automation
One of the main benefits of AI for customer relations is the automation of tasks. It becomes simpler to automate repetitive, low-value-added tasks, such as answering customer queries, managing orders and resolving problems. This allows human agents to concentrate on more complex, higher value-added tasks. The big winner is customer satisfaction.
Personalization
AI can also be used to personalize the customer experience. AI can analyze customer data to understand their needs and preferences. This information can then be used to personalize customer interactions, which can lead to increased satisfaction and loyalty.
Commitment
AI will be used to improve customer engagement. The implementation of chatbots and virtual assistants will enable conversational interaction with customers and the collection of trends in their concerns. This will help companies provide more intuitive and personalized assistance to customers 24/7, as continuous tool learning optimizes customer satisfaction.
AI continues to develop, learning every day and constantly exceeding its capabilities. It's clear that companies that quickly integrate AI into their processes will accelerate their profitability.
AI opens the door to hyper-personalization. A relationship manager remains the qualitative, emotional, indispensable link, but he can only know so much about your eco-system, about you, about what you've just done, about your intentions and needs.
The human relationship remains king. Human relationships boosted by AI will become the norm.
Stéphane Cassier
No responses yet