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The revolution of AI in User Experience (UX)?
Present today on most e-commerce sites, artificial intelligence is at the very heart of online customer interactions. But what are the real benefits of AI?
What is the AI?
Artificial intelligence (AI) refers to the simulation of human intelligence in machines programmed to think like humans and mimic their actions.
How can we find AI in our customer experience?
AI exists in several ways today. Its most common form is the chatbot, a tool for intelligent conversation. But AI can also find it in image recognition tools to search for clothes or facial recognition to receive personalized skin diagnostics to find one’s personalized beauty routine.
It allows 24/7 assistance.
The 1st advantage of AI is to ensure a presence and a 24/7 customer relationship. No more music of unbearable expectations, today send a message to your advisor. Whatever the time, you will receive a personalized answer. On the company side, this allows to ensure quality customer service outside working hours and retrieve data on customer behavior according to the hours of the day.
A customer experience revolution.
With a few means and imagination AI can create a personalized and unforgettable experience for clients. Whether it’s Whole Foods’ bot messenger to search for a recipe by entering the ingredients you have in your fridge or E-bay’s voice assistant, which helps you search for the best products, like a personal shopper.
Another form of AI to note is the one that appears in the world of beauty and skincare. Indeed, today, AI makes it possible to analyze your skin and to recommend a personalized routine according to your priorities. For example, you can try Vichy with SkinconsultAI or Spotscan from La Roche-Posay.
By personalizing and anticipating user behavior, companies can pre-match the customer’s work, increasing customer satisfaction, and loyalty.
A better understanding of customer needs.
Unlike a human advisor, each piece of information entered into an AI will be stored and analyzed. Thus, companies have a multitude of data to understand their clients’ needs better. Therefore, companies can more quickly adapt their offers, prices, collations, or functionalities to their customers’ needs. Some AIs can also respond to negative messages on social networks to understand the nature of the problems. This is a significant step forward in a world where the quest for customer satisfaction is key to getting the highest ratings.
Better data processing.
But artificial intelligence not only collects data but is also a real asset in data processing. When we know that the global datasphere will grow from 45 zettabytes in 2019 to 175 by 2025 according to Seagate, we guess that real-time data processing will be a significant asset for companies. Therefore, equipping themselves with an analytical BI will be a differentiating factor, if not essential, in tomorrow’s world if it is not already the case today.
Human teams can focus on the essentials and the most critical interactions.
As many fear, IA does not replace the work of humans. However, it allows humans to occupy the relationship’s low value-added phases, allowing them to focus on value-added tasks. For example, if all repetitive and daily requests are eliminated with an AI, employees can spend more time on specific issues with users and become more qualitative.
And you, what has been your more valuable experience with an AI?
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