Two ways in which AI can improve your brand’s customer experience

Customer expectations have evolved. It is clear to see that more and more people especially the younger generation want or expect instant gratification; they want accurate answers and assistance faster and easier than before. Filling out a form to request a quote or sending an email for pricing information for example, can be a task for some-they want real time responses.

You can adapt to current expectations by embracing AI to drive more powerful marketing campaigns and enhanced customer experiences. As technology advances, so does your ability to use these tools. Here are two ways in which you can utilize AI to enhance your brand/business customer experience:

Voice Assistance – At some point, we have all encountered a voice assistant. Won’t it be great if you had your version of Siri or Alexa? Won’t you like your customers and potential customers to experience that same convenience and ease that you experience whilst using the aforementioned voice assistants?

Before you think that such a move is out of your budget, remember that AI powered voice assistants can provide instant support to customers saving them time and effort. Your brand/business can use it in a number of ways e.g. use a voice assistant to provide product recommendations and personalized shopping experiences; if you are in the healthcare field, your voice assistant can even provide patients with appointment reminders.

A real-world example is that of the Domino’s pizza chain. They, in partnership with their agency, created and launched a voice-controlled ordering assistant named Dom on their iPhone and Android mobile app. It allows customers to order pizzas making it a fast and convenient option for customers who want to place an order. Now you may not have access to the type of budget that Domino’s has, however you can assess what’s possible for your brand.

Sentiment Analysis – Understanding customer feedback and improving experience – Sentiment analysis uses AI algorithms to analyse customer feedback and reviews so as to gain insight into customer opinions and attitudes among other things. This type of analysis helps you to better understand customer needs and preferences. Your brand/business can use this AI powered analysis to analyse feedback from customer surveys, online reviews as well as social media.

Major hotel chains such as Hilton uses feedback from AI sentiment analysis to make changes to services and amenities thus ensuring they meet the needs and expectations of customers. Can your hotel or Airbnb do the same? As a matter of fact, Airbnb use this analysis to make the company more attractive for customers looking for accommodation.

An example of how your small or medium size business can utilize AI:

Deliver 24/7 support with AI – powered chatbots – Small businesses tend to struggle to provide round-the-clock customer support due to limited resources. An AI-powered chatbot can help by offering instant support 24/7. Your customers will be able to connect with your business at any time even when your team is not at work. Use chatbots to answer frequently asked questions and provide self-service among other things.

Candice Sealey is the Founder & Principal Consultant at Ignite! a Full-service Marketing & PR Consultancy that helps businesses/brands to stand out and communicate the right message to the right people at the right time through Strategy, Marketing, Media services and Design solutions. She is also a freelance content writer, advertising copywriter, voice over talent, media personality. Follow us on FB & IG @igniteresults Phone:784-432-2223. Email: igniteresults@gmail.com