Deliver Personalized Customer Experience Using AI-Powered Tools

All companies focus heavily on delivering a personalized customer journey these days. However, it is more than simply referring to someone by name. Sending an automated mail to thousands of customers with the only difference being the name isn’t going to cut it. A certain level of authentic customer engagement is necessary at every stage of the customer journey. 

For businesses to improve customer experience, they need to implement a creative approach to the problems. The goal is to make the customer feel valued. And with the unprecedented advance in the capability of algorithms in recent decades, AI-powered solutions are providing the answer. 

AI is capable of providing personalization to all customers using large amounts of data stored in the company’s database. It tracks the history of customer interaction, preferences, and habits to deliver high levels of personalization. Here are some ways in which AI-powered platforms are improving personalization. 

Chatbots no longer provide scripted answers to a limited number of questions. Built on the back of the latest advancements in AI and ML, they can now understand the context of the question. And come up with an answer by scouring up their database, making a full conversation with the user. 

The main difference between these modern chatbots and the old ones is the use of AI. These chatbots guide the user toward relevant content and give a personal answer to their questions. This is highly efficient for companies that are reluctant to hire a whole team of customer support personnel. 

AI-powered platforms have evolved to the limit. They are now capable of understanding the underlying meaning of a sentence, the nuance, and the sentiment. This has made chatbots a necessary feature. Go over to any decent website, and you will most likely encounter a chatbot on the home page.

The traditional information to be collected from customers includes contact, gender, age, and maybe location. This information allows businesses to segment their customers and provide relevant offers. However, with AI-powered platforms, they can collect highly sophisticated data like context, values, real-time location, etc.

This data helps add another layer of personalization over the basic one and improve customer experience across channels. From customer service to marketing campaigns, this data can be used virtually everywhere. In fact, by 2040, more than 40% of all data analytic projects will be about improving customer experience. 

Customers want to do business with a brand when they are provided with a personalized experience. This includes personalized offers and recommendations. AI-based personalization can be used to facilitate this and provide things like self-service. Something that is preferred by many customers. 

Previously marketing teams used to target broad demographics like genders or age groups. With AI-powered platforms, marketers can provide highly intrinsic personalization. This is made possible by a large amount of data that is available to brands. 

Instead of generalizing segments, AI allows businesses to speak directly to each customer. By integrating the right tools, AI can be used to speak like an individual. Due to its powerful ability to process huge amounts of data quickly, brands can provide personalized content for every customer. This personalization is based on their patterns, history, and tickets raised. Using this data, AI provides the user with the most appealing content as per their preference.

Perhaps the most widely used application of AI-powered tools. When combined with customer relationship management software, AI can provide huge benefits. It can provide ads based on demographics, browsing habits, and purchase habits. 

By going through a large amount of historical data, AI tools can predict what the customer wants to see next. In fact, many customers actively prefer personalized ads instead of general ones. Some of the most popular uses of this can be seen on search engines or OTT platforms. 

Based on the previous search results or last watched shows, new products and shows are recommended to users. To accomplish this, AI and ML tools are trained to discover patterns and match them with the catalogs. This allows them to then predict the next product or service that the customer wants to buy. 

A deep understanding of the emotional state can help exponentially in providing a personalized customer journey. An analysis of voice, behavior, and image using AI can help businesses find out what they expect from the brand. Generally, this is done through analysis of reviews, surveys, social posts, and support tickets. 

By using AI to determine the emotional state of a person, improvement areas can be found. For instance, suppose a customer support agent is on a call with a user. Based on the voice, the AI can determine if the customer is irritated or dissatisfied. Once the customer crosses a certain threshold, the call can be routed to another person who is better equipped to handle the call.

AI allows you to engage autonomously with the customer at every stage of their journey. This allows you to nurture them throughout their lifecycle. For instance, imagine a new customer has onboarded with you. Once they have registered, you can send them to a tutorial or a walkthrough. 

Then you can follow it up with an email campaign to highlight your products. Then some insights into their interaction with the company and the products. Using AI, the constant engagement with the customer helps them feel connected to your business.

As of yet, we’ve only scratched the surface of what AI can help us achieve. It is quickly changing the whole game. AI is constantly evolving, and smart brands are always up for discovering new ways to leverage their benefits. With a majority of customers preferring businesses that provide personalization, it is vital to improve customer experience. As such, AI is quickly becoming a priority for companies to boost their customer experience. 

Manras is a top salesforce platinum partner that provides ingenious solutions to all your customer management problems. At Manras, we leverage the latest improvements in AI and ML and integrate them with our salesforce solutions. Our certified Salesforce consultants come with proven experience in transforming your business with their skills and knowledge. Our belief is in building relationships and not merely partnerships. Once you join us in our venture, you can count on us for the rest of the project.