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Tuesday, May 16, 2023
How can AI help businesses to improve customer satisfaction
Artificial intelligence (AI) is a hot topic all over the place.
AI tools, like ChatGPT, Jasper, Midjourney, GitHub Copilot, and Google Bard are taking the Internet by storm. We see new AI-powered startups appear on a daily basis to offer integration of artificial intelligence in every step of our business and personal life.
There are places where AI can really help us speed up work and where it is questionable. In this article, we will look into the possibilities of using AI for customer satisfaction. We will see where it is applicable and how businesses can benefit from introducing AI.
The scope of customer satisfaction
Customer satisfaction results from a successful customer journey (experience). It is a broad topic that covers all interactions between the business and the customer.
It starts from the initial marketing interactions followed by sales, onboarding, product usage, and support. Every step your customer takes and interacts with your business is a part of their customer journey.
A fair promotion on social media, a simple value proposition, a number of steps to subscribe, an in-product guide, and opening a support ticket - all these things have a direct impact on customer satisfaction.
What is the result of high customer satisfaction? More sales, longer customer lifecycle, more referrals - everything. This is why modern-day investors are looking for businesses with high customer satisfaction and Net Promoter Score (NPS). Such businesses have greater opportunities to succeed.
Artificial intelligence (AI), customer journey, and customer satisfaction
Customer journey and customer satisfaction are very important but how can artificial intelligence help businesses? There are two ways to think about your customer journey:
- How do you build your customer journey
- How do your customers interact with your business
Answering those questions can give you ideas if and how AI can help you to improve your customer journey (and customer satisfaction).
Below, we have summarized several core places applicable to most of businesses where AI can be applied.
Speed up content generation
The first AI startup to rock the world was Jasper - an AI copywriting assistant. Everyone was jumping on board to try the new tool promising to generate unique value propositions and even whole blog posts in seconds.
Of course, today we know that purely AI-generated content can be harmful. You can be penalized by Google for stuffing your blog with AI-generated articles.
Nevertheless, you can still use tools like Jasper to generate outlines and structure for your articles. Sometimes, you can fill in the missing gaps.
The same applies to graphics, where Midjourney is able to provide businesses with high-quality images to use in marketing campaigns and websites.
All this means that you can work faster and provide more content to your customers. Content that can help them move forward, answer questions, and solve problems.
Many businesses struggle to provide on-time customer service. Too many requests and not enough representatives - customers need to wait in queues to receive simple answers.
More than that, sometimes customers require immediate assistance, like airline or insurance services where time is critical.
AI-powered chatbots are an answer since they can easily provide you with high-quality first-tier support. The quality of the solutions has significantly improved to the level where a regular person won't be able to distinguish between a real person and a chatbot.
In fact, both the largest rivals ChatGPT and Google Bard have passed the famous Turing test. Now, it's just a matter of time before more AI tools will join the list.
Coding with AI
Despite all the fears, developers are among the most active AI users. According to the latest data, more than 60% of developers admit using AI tools to help them to write code.
Why not? Tools like ChatGPT and GitHub Copilot are able to auto-generate functions to speed up the process. This means, that developers can do more work in less time.
Of course, advanced features and overall architecture still rely on human shoulders and it is too early to talk about full replacement.
For businesses, this means you can build your products, services, and sales pipelines faster and cheaper.
Artificial intelligence (AI) is a powerful technology that can be used to build customer journeys and improve customer experience. Businesses can save time and other resources while developing products, services, and points of interaction.
At the same time, AI won't answer all questions as it has to be mixed with human experience to handle more advanced and conceptual parts of your business processes.
At this point in time, AI won't be able to tell your exactly what to do with your customer feedback but it can be used to implement your decisions to life a lot faster.
It’s time to start understanding your customers
Stop playing guesstimates. With Omnisome, you are building a lean feedback loop with your customers joining the game.