For all the technical considerations around implementing AI into business operations, there’s another of a non-technical nature: skeptical customers. Such skepticism may be a matter of unfamiliarity—that is, they’ve never used AI-powered tools and are wary of them. Suppose your company uses or plans to implement customer-facing AI tools as part of its customer experience (CX) strategy. In that case, it’s worth your while to be strategic about winning over these AI doubters’ loyalty.
Because, trust is essential when customers decide what to buy, businesses risk losing that trust if they only use AI to make things faster and cheaper, diminishing the customer’s experience. But companies that do use AI to make customers happier can save them time and effort and improve the overall customer experience. By doing so they build trust with their customers and enjoy the benefits of using AI.
Automatic service with a personalized touch
Things are changing fast.
The number of AI business applications seems to grow every quarter. But, even in that context, we can be highly confident of the positive impact of customer-facing AI tools on CX—not to mention their potential to further transform the customer journey in the coming years.
Brands cultivate trust by delivering exceptional products, but they forge an even deeper connection by offering timely, amiable, and dependable service—and this is precisely where the prowess of AI-powered tools, like intelligent virtual agents (IVAs), take center stage. IVAs harness conversational AI, natural language processing, and machine learning (ML) to decipher customer intentions and determine routes to help them.
Indeed, one of the most remarkable aspects of AI is its capacity to deliver customers automated service with a highly personalized touch. IVAs analyze vast troves of customer data to provide tailored recommendations, anticipate individual needs, and offer customized support—all while lightening the load on live customer service agents. By training IVAs to curate unique experiences for each customer, brands can stand out amidst a sea of competitors and foster lasting connections that keep customers coming back.
A catalyst for exceptional CX
The emergence of IVAs has brought a breath of fresh air into the room. Customer care powered by IVAs means fewer menus, shorter wait times, and more successful self-service interactions. But, more than that, IVAs are trained to provide service while reinforcing the connection between brand and customer.
IVAs utilize brand elements that customers already know and trust, crafting experiences that are unmistakably aligned with the brand’s identity. From a conversational tone to carefully curated audio cues and sound effects, IVAs harmonize with the brand’s unique voice and personality. Even graphical interfaces incorporate the brand’s logos, colors, and fonts, ensuring a cohesive visual experience. The amalgamation of distinctive voice tones, delightful sounds, and captivating visuals results in a unified brand experience across various touchpoints.
An additional advantage of IVAs is what might be called self-improvement—that is, they get better over time. Thanks to the power of ML algorithms, IVAs learn and grow with each interaction, refining their responses to be ever more precise and efficient. The more customers engage with the IVA, the sharper it becomes, constantly honing its abilities to cater to their needs.
Turn doubt into trust via brand-integrated service
People trust the brands they love, and that trust manifests in multiple ways. We certainly see it play out when loyal customers replace or upgrade products or services they’ve purchased before—they buy the new item expecting it to have the same high quality as their prior purchase. But that very same trust in a brand also makes customers more willing to try new products and be more open to having new experiences. By integrating the brand experience into the fabric of prompt and personalized customer service, IVAs are helping businesses reinforce their brand, build trust, and convert AI doubters into loyal brand ambassadors.
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