Enhanced Business Communications with Artificial Intelligence

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Enhanced Business Communications with Artificial
Intelligence
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• Todays consumers inhabit an omnichannel world.
  Unfortunately, many companies fail to realize
  this and force people who consider themselves
  evolved onto paths of customer engagement that
  fail to meet their needs and feel antiquated.
  These businesses must move to the next level if
  they hope to attract people to their brand and
  then build a sense of loyalty to keep them there.

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• Artificial intelligence (AI) could be just the
  solution for companies looking for a convenient,
  informed, and intelligent way to connect with
  customers during any part of their buying
  journey. The result of implementing AI in this
  manner is an improved journey for customers that
  feels more personal and integrated. The entire
  experience will feel more natural and less forced
  for them.

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• AI is nothing short of a game-changer for the
  entire customer experience (CX). Its important
  for businesses to understand how AI applies to
  the CX as well as research companies already
  benefiting from implementing AI into their CX.

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Why Businesses Need to Include AI as Part of the
Customer Experience

• No business can afford to overlook the
  importance of CX. It is what drives growth during
  successful periods as well as the greatest risk
  when things arent going as well. To enhance the
  CX, companies should consider incorporating data
  insights as a primary marketing tool.

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• However, businesses must also realize that
  customers often exhibit chaotic behavior and that
  datasets are often scattered and incomplete.
  Undefined rules makes for ambiguous criteria to
  measure success. Datasets for the CX can truly be
  a nightmare for developers of AI.

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• Despite the complexity of customer data sets, AI
  can provide critical insights into the CX. Call
  center professionals and other sales personnel
  who serve customers directly currently have no
  way to understand the entire history of a
  customer and to glean the most important insights
  all while speaking to the customer in real time.

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• Its not possible to manually program automated
  systems with every potential rule relating to the
  history of every customer. That means that
  providing a streamlined CX across every
  touchpoint requires AI developers to uncover
  patterns from numerous points of data. This is
  how AI thrives.

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How to Implement AI Successfully to Improve the CX

• The ability to implement and apply AI into the
  CX requires the use of all three of the
  following
• Unification of Data
• This concept is essential for any brand that
  wishes to analyze customer behavior effectively.
  The more information provided to AI, the richer
  the insights it can provide.

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• What was once an overwhelming task is now
  possible to complete quickly and with minimal
  expense.
• Customer journey software programs that offer a
  platform for analytics makes it possible to
  complete the data unification task for a small
  percentage of what it would have cost to obtain
  services from dedicated data providers before AI
  came on the scene.

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• Some data integration even comes to companies at
  no cost. The simpler sources enables companies to
  put sets of data together within one to three
  days. Its no longer the dreaded and tedious
  chore that it once was.

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• Delivery of Insights in Real Time
• Before AI can impact the CX, the insights it
  provides need to be available to customers at
  every touchpoint of their journey. The ability to
  integrate all touchpoints is crucial to engaging
  customers in real time.

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• The typical platform offering SaaS includes APIs
  as well at the ability to integrate data from
  several third parties. In fact, they consider an
  essential aspect of proposing value to their
  clients. It would make things easier on marketing
  teams if all data from touchpoints was available
  directly from APIs, but that is not reality yet.

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• Besides extensive data streams available through
  SaaS, most companies depend on several sources of
  touchpoint data. This includes things like
  customer care, payment platforms, product
  interfaces, and point-of-sale systems. The
  patchwork of sources makes it challenging to
  provide actionable insights in real time.

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• Analytics platforms for tracking customer
  journeys now include multiple API options to help
  pull all of this data together. Integrated
  touchpoint data in real time is highly valuable
  and doesnt cost as much as businesses might
  assume.

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• Business Context
• AI delivers results for isolated and simple
  interactions by understanding the basic functions
  of campaigns and emails. CallSumos CRM platforms
  and web analytics use this reality to their
  advantage. However, customer journeys across
  multiple channels would be an outdated notion
  when relying on touchpoints from similar product
  categories.

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• The journey of each customer is as unique as
  fingerprints. Companies need to understand their
  own touchpoint sets as well as the method they
  use for implementing these types of engagement
  for the CX.
• AI requires context before it can deliver any
  type of value. Context in this sense refers to
  more than labeling interactions such as order
  fulfillment and inbound customer calls.

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• AI needs to know why these events are
  significant and how they shape the behavior of
  the customer. To achieve this, it needs to know
  the touchpoints and journey that shaped KPIs and
  the impact of behavior by the customer. The
  behavior could be related to customer
  satisfaction, profitability, lifetime value of a
  customer, revenue, or similar factors.

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• After obtaining this data, AI goes beyond simply
  finding the best action to take next or the
  preferred customer audience. Appropriate business
  context means that AI locates tactics and
  touchpoints that help to determine customer
  behavior as is relates to the way that the
  business primarily measures its performance.

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• The Application of AI to Improve the Customer
  Experience
• Once you understand what it requires to apply AI
  successfully to the CX, its time to learn more
  about specific applications and how AI uses them
  to disrupt a variety of aspects of CX by bringing
  together real-time insights, unifying all data,
  and incorporating context in business.

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• A Big Change to Customer Service
• The biggest effect of AI will likely be the
  transformation of customer service to a
  hassle-free and automated experience. As
  mentioned above, call center professionals, sales
  personnel, and others who serve customers
  directly have no way of knowing, much less
  understanding, the entire previous history of a
  customer before the current conversation. The
  good news is that AI makes it entirely possible.
  Heres how

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• Chat Bots
• Powered by AI, a chat bot is an automated
  customer service agent used in a variety of
  settings.

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• Chat bots mimic interactions between humans and
  offer immediate and personalized responses to
  customers 24 hours a day. This capability
  eliminates the inevitable and frustrating delay
  as well as potential errors when handling
  customer concerns and complaints.

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• Virtual Assistants
• Virtual assistants operated by AI can answer
  questions as well as obey commands. It can even
  offer personal shopping assistance to online
  customers. It does this by asking simple
  questions and directing customer to the right
  location.

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• Eliminate Clicks with Predictive Personalization
• Thanks to AI, businesses can create naturally
  integrative experiences that coincide with the
  everyday lives of customers. It wont be
  necessary for consumers to change the way they
  normally communicate when speaking with a brand
  representative. Intelligent customization and
  prediction will give customers the impression
  that the company tailored every experience solely
  for them.

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• Thanks to AI, businesses can create naturally
  integrative experiences that coincide with the
  everyday lives of customers. It wont be
  necessary for consumers to change the way they
  normally communicate when speaking with a brand
  representative. Intelligent customization and
  prediction will give customers the impression
  that the company tailored every experience solely
  for them.

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• Customer Analytics Powered by AI Offer Rich
  Insights
• Its an optimal experience for the customer when
  a company remembers him or her and provides
  individualized attention, consideration, and
  respect from the start to the end of the journey.
  This is possible thanks to the ability to mine
  insights from more than a billion individual
  customer journeys quickly and efficiently. This
  task was previously overwhelming due to its
  tedious nature.

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• The beauty of customer analytics enabled by AI
  is that it can comb through vast and complex sets
  of data to uncover new opportunities for business
  you didnt know existed. This gives you the
  chance to prioritize the most useful insights
  without having to sift though large volumes of
  data yourself.

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• AI in this situation can uncover every
  relationship that exists within the data without
  anyone needing to program it to do so. That means
  it can predict how a customer might act in the
  future with a high degree of accuracy as well as
  find the inhibitors and drivers behind
  performance metrics.
• Implementing AI to analyze the customer journey
  provides answers to CX questions such as

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• What behavior by customers indicate a churn or a
  similar future outcome?
• What actions has your team taken to improve the
  CX that have most successful or most unsuccessful
  outcomes?
• Who are the ideal customers to spend your time
  interacting with to ensure your outreach sees
  maximum impact?

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• B2B Companies and AI Implementation
• B2B businesses can benefit just as much as B2C
  by introducing the concept of AI into the CX.
  Tools enabled by AI automate customer-facing
  tasks to enhance CX and boost productivity to
  unprecedented levels.

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• AI can create new data where none previously
  existed and predict future behavior of customers
  based on this data. A good example of this is
  Einstein, the AI technology used by Salesforce.
  Einstein analyzes conversations with customers as
  they occur and applies algorithms from machine
  learning to better understand the customer
  perspective. The AI technology alerts sales
  managers when an opportunity arises in real time
  to improve the CX, upsell or cross-sell, or solve
  a problem for a customer.

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• Bringing All the Parts Together
• AI gives marketers the opportunity to convert
  multi-channel and multi-siloed enterprises into
  one persona that understands, remembers, and
  responds to achievements and challenges of the
  customer in personalized ways. Using the tool
  called One Voice allows for a meaningful, rather
  than a purely mechanical, interaction.

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• However, it can present a challenge in deciding
  the right way to start development and processes
  to collect the most useful customer data. It also
  requires the building of AI models and
  algorithms. Many businesses find it nearly
  impossible to accomplish such a task without the
  benefit of outside help. This is due to the need
  to create new apps, capabilities, and systems
  because some disparate systems are not ready for
  AI implementation.

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• Many business owners are just now realizing that
  AI can dramatically improve the CX. The problem
  is that they have no idea how to get started.
• Thankfully, our AI-based platform analytics for
  the customer journey deliver customer experiences
  that will make a quick and memorable impact.

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• The time has passed to move customer engagement
  out of the cost center and realize that its a
  smart investment in customer loyalty and
  behavior. AI can enhance customer engagement
  significantly for those who are willing to invest
  in it.