Artificial intelligence and conversational commerce improves customer-facing applications

When we think of applications of artificial intelligence and conversational commerce the first customer-facing application that comes in our mind is customer support chat services. Facebook chatbots or Apple’s Siri and Amazon’s Echo are few of the applications that brought AI into devices we use everyday with opening up new vistas for user interface.

We have just started exploiting the potential of artificial intelligence, and more promising applications of AI to improve customer experience. These have already started changing the industry dynamics. All these developments will take the business to the next level without comprising on customer experience. Till now, customer engagement has been managed with call centers, email, apps, etc. that have helped organizations to scale their operations and somewhat increase efficiency. But over the years, these have resulted in poor customer satisfaction. They often dread calling up customer services. When your call gets transferred to another department most often you find yourself narrating your requirements or queries over and over again.

All these have changed with the introduction of AI when customer support chat has become intelligent, personalized and also scalability that has improved the efficiency level. AI can add value and revolutionize the system if it is backed by strategies that will have an innovative approach to customer experience. To have better personalized user experiences, predicting behaviors, trends and expectations, new blueprint will be needed to exploit the scope of AI. The company must have the right vision and intent to achieve it. AI can find its application in mimicking human engagement and work as a hybrid system where bots are partnered with human agents who help people in artificial intelligence and conversational commerce functions like buying unique gifts or choosing travel plans. In this case, human engagement is strengthened by artificial intelligence.

Customer support chat software have been developed by companies who have undergone customer journey mapping exercises to identify areas where AI pilots help the live chat agents. More and more of these systems are going to drive the customers to self service with decreased level of human intervention. Machine learning and data mining will make the chat experiences more personal and will perform tasks and manage them automatically. More intelligent questions and answers cue will be provided to the agents so that they engage the customers looking at not only sales but enhanced customer experience.

Artificial intelligence and conversational commerce have finally arrived where augmented engagement remains to be the central point. More innovations can take place for both products and services and, more importantly, predictive service and sales. If you wish to ensure an omni-channel (multichannel approach to sales) and seamless experience for your customers AI is the only path. Empower your customer support chat executives with intelligent, up-to-date and correct responses at any instances in the customer’s buying cycle. They will have more data with them to know what the customer may need at specific point of time and carry out the session skillfully. The software manufacturers will conduct training sessions for your agents so that they become knowledgeable to use all important features of the application.

Linking Artificial intelligence and conversational commerce has become extremely important. AI is a must now for a smart customer support chat application.

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