How to Use AI to Improve Customer Experience, According to the US Chamber of Commerce

Jace Dela Cruz, Tech Times 09 September 2023, 05:09 am

In an era where customer service is the linchpin of sustained business growth, the US Chamber of Commerce (USCOC) has outlined innovative strategies to elevate customer experiences using artificial intelligence (AI).

Research indicates that nearly 70% of consumers are willing to pay a premium for brands known for exceptional customer service.

To address the escalating demands for real-time customer service, the consulting firm McKinsey highlighted the limitations of expanding the human workforce. The solution lies in leveraging AI technologies.

Check out the recommendations from the USCOC on how you can leverage AI to enhance customer experience!

(Photo : Gerd Altmann from Pixabay)

USCOC Recommendations on How You Can Use AI to Enhance Customer Experience

1. Integrating AI Chatbots to Answer Customer Questions

One potent recommendation from the Chamber of Commerce is the integration of AI chatbots. These virtual assistants are available around the clock, transcending the constraints of traditional working hours. Accessible through popular platforms like WhatsApp, Facebook Messenger, and Slack, chatbots serve as the initial point of contact for customer inquiries.

By efficiently handling routine queries, they alleviate the workload of human support teams, allowing them to focus on more intricate troubleshooting tasks. This strategic allocation of resources ensures optimal efficiency while meeting customer needs.

"Chatbots can significantly lower the volume of requests your human customer support team has to field. By answering simple customer questions or directing customers to the right resources, chatbots free up your team's time for more complex troubleshooting. This tool ensures you're optimizing your resources while still meeting customer needs," the USCOC said.

2. Using AI for Analyzing Customer Sentiment

Moreover, sentiment analysis tools, powered by natural language processing, enable AI to discern the emotional context behind customer inquiries. This nuanced understanding aids in tailoring responses based on the customer's emotional state, whether it be frustration, confusion, or anger. It facilitates quicker resolution, personalized interactions, and heightened customer satisfaction.

3. Enhancing Internal Workflows

AI also contributes to enhancing internal workflows for a more streamlined service delivery. AI effectively matches customer requests with the most appropriate service representative through intelligent routing systems, expediting response times. Additionally, AI algorithms can gauge a case's urgency and emotional tenor, ensuring that priority is given where it is due.

4. Bolstering Personalization

Furthermore, AI bolsters personalization throughout the customer service journey. AI tools, like ChatGPT integrated with customer relationship management software, infuse a human touch into interactions by swiftly generating personalized messages.

This level of personalization, combined with sentiment analysis, communicates a profound sense of care for each customer's unique needs, bypassing cumbersome prompts and ensuring swift, tailored support.

5. Reducing the Need to Hire People

According to the USCOC, AI-powered customer service not only streamlines operations but also reduces the necessity for extensive processes such as recruitment, onboarding, and managing payroll for human employees.

While AI cannot completely supplant the human element, it amplifies and enhances it, resulting in a customer service experience that is both seamless and highly efficient.