How To Achieve Personalized Customer Service With AI Tools

Offering a personalized customer service is more than just addressing a user through an automated email. It is a way of capturing customer attention and creating a level of authentic and relevant commitment at each stage of the customer journey. According to Accenture, 41% of users leave a brand due to lack of customization and trust.

For organizations to succeed in creating a personalized CX, innovative approaches that empathize with users must be implemented so that they feel valued and appreciated. In fact, these strategies are explored every time more and, as Gartner states, more than 50% of companies are redirecting investments towards innovations in the customer experience.

AI And Customization

With unprecedented advances in algorithms and other machine learning tools, improved solutions through Artificial Intelligence (AI), such as virtual assistants or chatbots, can learn to respond, participate or process many standard tasks, including service inquiries to the customer.

But, can AI be used through a machine to offer a personalized experience? Increasingly, the answer is yes. AI has the power to achieve great customization by leveraging large amounts of data from multiple sources and establishing patterns in user behavior. Artificial Intelligence uses the interaction history to develop a specific profile of each user, which allows us to offer high levels of customization and increase customer engagement.

2 AI Innovations That Can Drive Personalized Customer Service

1) Virtual Assistants

In recent years, the industry has turned to conversational artificial intelligence platforms, known as chatbots, to automate and escalate conversations. According to Chatbots magazine, companies can reduce customer service costs by up to 30% with virtual agents and chatbots.

The use of AI to improve user interactions is rapidly gaining ground. According to a 2019 survey, 15% of users say they have used a chatbot to interact with a company in the last 12 months, and Gartner predicts that more than 85% of user interactions will be managed without the intervention of a human by 2020.

Chatbots can be used to customize interactions in almost every industry, by allowing a two-way conversation at scale. For example, the bot of a software company can ask if a user is a new subscriber or an experienced developer, and adapt the technical language of the conversation based on the response.

2) Customer Analysis

Most organizations capture basic user data such as expenses, gender, age and location. With AI, companies can greatly expand their data set to collect information such as location, context, behavior and values in real time.

The collection of data on these variables allows organizations to customize the customer experience in all channels, including customer service, emailing campaigns, recommendations in the application and on the website, and participation in social networks. According to Gartner, by 2040, more than 40% of all data analysis projects will relate to an aspect of the customer experience.

In conclusion, current users are more likely than ever to make their purchase decisions based on customer service. 73% of consumers choose to buy from brands that take their personal information into account and 86% of users claim that personalization plays a key role in their decision, since the ability to treat customers as unique individuals is beneficial for all. AI is quickly becoming a priority for companies to increase their CX at scale by providing excellent personalized customer service.