How Artificial Intelligence Can Help Enhance Customer Engagement

How Artificial Intelligence Can Help Enhance Customer Engagement

By CIOReview | Tuesday, July 20, 2021

When CRMs are combined with AI, businesses can improve their customer engagements by providing ease and convenience. 

FREMONT, CA: Customer expectations have changed as a result of the advent of digital technologies in enterprises. Previously, their expectations of a product or service ranged from quality to affordability. Modern customers have considerably higher expectations when it comes to acquiring a product or service, including proactive and timely service, tailored interactions, a connected journey, data security, and advancement across digital channels.

Businesses face a difficult task in meeting modern client expectations. They are more likely to achieve their expectations if they choose artificial intelligence. Making customers' journeys as convenient as possible is the best thing brands can do to win them over. According to introductory human psychology, people tend to reject complex procedures, but they are more inclined to consider a simple one. Businesses can offer trouble-free and simple services with AI-powered technology.

Customers expect businesses to cater to their requirements at all times. Brands should provide utility and a long-term connection to their customers to boost customer engagement. Businesses may improve their customer engagements by maintaining the goal of being valuable and relevant to their customers. Companies may provide a guarantee on utilities by promptly replying to customer questions, which can be possible due to AI. They can also enhance their customer engagement by delivering personalized experiences. As a result, experts predict that by 2025, AI-enabled technology will power nearly 95 percent of all customer engagement channels.

AI-enabled CRM

When it comes to customer engagement, companies recognize the value of customer relationship management (CRM) platforms. Businesses can target the primary components of modern customer engagements, from ease and convenience to utility and connection, when these CRMs are integrated with AI. Consumers are prepared to spend more for organizations that deliver better customer engagement. Consumers strongly want mixed interactions with both AI and humans.

Customer concerns

While AI has offered businesses a broad range of alternatives for efficient consumer engagement, it must not be the primary solution for organizations. According to research, 80 percent of customers want businesses to demonstrate how they utilize personal data, and 66 percent want to know when AI-enabled systems are being used. Customers today are also emotionally connected to human interactions and are concerned about data privacy. When companies throw in uncertainty about the type of data obtained during these exchanges, it can lead to the customers not being pleased about the new approach. Some customers may not feel connected to a company that exclusively interacts with them through robots, leading to disappointments in problem resolution because AI always follows the rules.

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