In 2025, customer experience will be seriously upgraded, and Artificial Intelligence (AI) will lead the charge. Just think of it as having your own genie tailoring your experiences and anticipating your needs. Gartner predicts that 85% of customer interactions will be managed without human intervention by 2025. But with so much power comes lots of responsibility? Companies need to use AI ethically and be transparent about using our data. The magic starts when Humans and AI team up. Chatbots can handle quick solutions, whereas real people can handle the more complex issues that require the human touch. It may be a future where businesses know what you want and care about how you feel. Steve Jobs said,” Get closer than ever to your customers. So close that you tell them what they need well before they realize it themselves.”
Artificial Intelligence is rapidly becoming a game changer in how businesses interact with consumers. It is just like having an extremely smart assistant who is capable of analyzing large amounts of data about everything, what we like, what we purchase, the social media posts that we read, and even the website we use, in some cases even before we realize it ourselves! AI enables companies to create bespoke experiences and offer us personally tailored services.
However, with the greatness of this power comes an even bigger responsibility. As AI technology becomes even more sophisticated, it is essential that the systems are being used both ethically and fairly. Chatbots are getting increasingly better at providing us support and answering our questions. Still, it is essential that there is no bias and that everyone is treated equally to avoid any unfair treatment. This means companies must be transparent about how they use AI and ensure that their systems are designed to promote fairness to all.
CustomerMX™ utilizes AI to analyze customer data from various online sources.
In the fast paced world we live in today, companies need to be extremely adaptable, they need to be able to evolve to keep up with our ever changing needs, just like a chameleon does in nature. The adoption of new technologies is important as is the ability to adjust strategies on the fly. Compared to building with LEGO, companies need to be able to add, rearrange, remove various components to create new and exciting things to keep customers happy.
With companies having the ability to be flexible it enables unique experiences to be tailored to each individual. Just imagine getting recommended products that have been designed specifically for you or receiving special offers that perfectly match your needs, perhaps better still companies could use AI to anticipate our needs and address our potential problems even before they arise? We all need a mind reading friend who knows what you need even before you have asked.
Data Privacy: You are in ControlWithout data, companies cannot design personalised experiences that we have come to expect, so data is vital. However companies also have a duty and responsibility to protect our data and privacy, this is very much a two way street. We as consumers have a lot more control these days as to how our data is being used and similarly companies seem to be more transparent in the ways in which they use our data. In exchange for sharing our information willingly, we often get perks like personalised recommendations, exclusive deals, and a more personal customer experience.
With the amount of data being collected, there is always some concern on its security, it’s taken some time but companies are now investing heavily into cybersecurity ultimately protecting our information against data breaches from hackers. As consumers we should be looking towards those companies that are clear on their data practices and who are committed to keeping our data secure. You need to find a balance between personalisation and privacy.
In today’s world Artificial Intelligence is changing customer service, but we are not talking about replacing humans entirely. We need to think of the synergy between AI and Humans as a dynamic duo: The chatbots are awesome for handling simple questions and providing instant support, however they are not perfect, sometimes you need the human touch for the more difficult situations. Companies are getting smart around this by creating systems where you first deal with a chatbot, to get the more mundane tasks sorted, then transition to a real person. During 2025 and beyond this will become more seamless, which will ensure you get the best of both worlds.
However AI isn’t just there to answer FAQs; it gives additional tools to humans to make them more superhuman. AI is able to sift through lots of information, provide personalised solutions and often predict potential problems before they arise. AI ultimately takes care of the simpler more repetitive tasks and allows humans to focus on what they do best such as building relationships, providing genuine empathy, and tackling the more complex issues that require the human touch. It’s all about working as a team.
CustomerMX™ empowers customer service teams with AI-driven insights, helping them to focus on the more complex issues.
As we move into 2025 and beyond, technology is advancing at such a pace that AI is starting to become very adept at recognising and understanding human emotions. With this in mind, companies are able to provide a more personalised and empathetic customer experience. Their AI will be able to sense emotions such as frustration and then adjust their response style accordingly.
Although these advancements in AI are coming very soon, human interaction remains crucial. Companies should realise the importance that genuine empathy is vital for building strong customer relationships. They should try and create a sense of empathy and harmony within the organisation, this will in turn make the employees feel supported and happy, which is likely to create a positive experience for their customers. It’s a win-win situation!
