Using AI in Customer Experience: What You Need to Know About Enhancing CX

Here’s why you should use AI in customer experience, the benefits of artificial intelligence in CX, and what the future of the technology looks like for brands.

AI in customer experience (CX) presents a significant opportunity for the world’s leading brands. With customers interacting across a still-growing number of touchpoints, AI is now an integral part of any CX strategy. Just look at the rising volume of customer signals and the high costs of hiring a limitless number of employees to analyze data.

With AI in customer experience, your brand can analyze data in seconds and obtain immediate, actionable insights.

The Role of Artificial Intelligence in Customer Experience

Today’s AI technology offers personalized interactions, automates customer support, and predicts customer behavior — and this is just the beginning.

Through AI-powered insights, companies can analyze customer data to deliver tailored recommendations, creating a more engaging and relevant experience. AI-driven chatbots and virtual assistants automate routine customer support tasks, taking the burden off of contact center agents and ensuring quick response times. AI also analyzes customer preferences and behaviors to forecast trends, enabling brands to anticipate needs and improve customer satisfaction through proactive service.

The Benefits of Artificial Intelligence in CX

Delighting customers isn’t easy, yet doing so is worth every bit of time and resources. AI quickly provides the direction necessary for brands to offer unrivaled experiences throughout the customer journey.

Here is why you should use AI in customer experience:

1. Get to know your customers quickly

Interactions between your brand and its customers are frequent, right? So just imagine needing to analyze every signal — whether it’s direct or indirect customer feedback — manually. It’s impossible; no amount of employees assigned to the task would keep up.

AI in customer experience tackles data analysis with ease. As part of your CX program, artificial intelligence sifts through customer feedback from surveys, online reviews, social media posts, and other channels to ensure it’s capturing the full spectrum of what customers say and how they feel.

Remember that signals, wherever they emerge, should flow seamlessly between your customer experience management (CEM) platform and customer relationship management (CRM) platform to pinpoint who a customer is, what their behaviors and preferences are, and how they interact with a brand.

2. Provide faster resolutions

Customers aren’t interested in how you achieve a resolution as long as it’s satisfactory and achieved in a timely manner. The longer a customer waits, the more at risk customer satisfaction (CSAT) is.

Artificial intelligence in CX reduces the amount of time a customer spends jumping through channels or from agent to agent trying to have their concerns addressed. AI pinpoints the customer’s needs and, behind the scenes, figures out what occurred, why, and what the best resolution is. It prevents agents from spending too much time researching the customer’s ticket and figuring out a resolution that might not be well received.

With AI, customer service is proactive rather than reactive — as such, AI in customer experience increases productivity for agents and happiness for customers.

3. Simplify feedback analysis to drive action

Tracking current behaviors and predicting future trends? If you’re not doing it with artificial intelligence, you’re not doing it effectively at all. AI in customer experience simplifies the analysis of feedback to present insights worth acting on. You’ll know the challenging pain points causing friction in the customer journey and the opportunities that will take experiences to the next level.

4. Personalize every experience

Aiming to make experiences unique for every customer with personalization? There’s no doubt your brand needs artificial intelligence. AI in customer experience gives brands the chance to craft an experience for individuals, forgoing the one-size-fits-all approach that too many brands continue to rely on.

Consumer behaviors are shifting at a rapid pace, and each customer’s preferences are different. By using artificial intelligence within your CX strategy through experience orchestration, you’re personalizing every experience at scale and strengthening customer loyalty.

The Future of AI in Customer Experience

Looking ahead, the future of artificial intelligence in CX is closely tied to the rise of digital experience (DX). While some brands will continue to maintain in-person experiences at physical locations, every brand needs digital channels such as websites and mobile applications to be optimized.

Online channels are heavily utilized in most industries already, and thus it’s important for experiences across them to be frictionless — and personalized. Artificial intelligence empowers an organization to remove barriers preventing customers from completing their activities, and it personalizes experiences — at scale — for every customer.

Increases in customer signals may seem overwhelming, but artificial intelligence in CX automates the path from collecting feedback to analyzing words and sentiment to acting on insights.

Get Started with Medallia’s AI-Driven Capabilities

Now, it should be clear: AI is a game-changing technology for customer experience. It makes an organization run more efficiently, and it leads to breakthroughs that improve CX for customers across the channels they choose to interact with a brand.

That’s why leading brands in top industries choose Medallia Experience Cloud to leverage scalable AI-driven capabilities trained by more than 60 billion experience signals for their customer experience programs.