Artificial Intelligence (AI) is changing the way we communicate. From Siri to Alexa, voice-enabled devices have evolved the way people talk to their devices. Chatbots, omni-channel communications, and targeted marketing campaigns have changed how customers interact with businesses.
Natural Language Processing
Natural Language Processing (NLP) has replaced “Push 1 for Sales” in most modern phone systems. It’s a process that helps systems understand and interpret human speech. NLP can understand sequences of words and can also register sentiment and emotion.
Machine Learning (ML) allows AI to get smarter the more it’s used. As the amount of data received grows, AI and ML can recognize patterns and tendencies. This allows the software to adapt. The more information it knows about you, the more personalized communication it can present.
When AI and ML have critical amounts of data, predictive analytics can extrapolate this data and predict future behavior. This can help recognize and anticipate business trends. In business, predictive analytics can be used as a sales tool to suggest upsell opportunities based on past customer purchases. In a call center, it can give agents instant access to documents and scripts before customers request them.
The rapid adoption of smartphones has changed the way many consumers connect with businesses. Customers are just as likely to text, chat, or connect on social media as they are to email or call.
Businesses are finding they must evolve to provide omnichannel communications. This is more critical now that Millennials represent the largest number of employees in the workplace. This group of 53.3 million people in the U.S. prefers to text. They expect instant communications regardless of the platform they use.
Online chat, coupled with augmented intelligence, can help handle customers efficiently.
Gartner predicts that by next year, a quarter of all customer service interactions will be handled by Chatbots. When you consider that there are already more than 300,000 business Chatbots on Facebook Messenger, it’s obvious the trend is growing.
70% of consumers surveyed said they’ve interacted with a Chatbot. Of those that haven’t, 60% report they would feel comfortable doing so. Given the choice, half of consumers say they’d pick the Chatbot if they knew it could handle their query.
AI in Customer Service
AI is powering contact centers to create powerful customer service tools. Instead of phone menus, customers interact with Interactive Voice Response (IVR) that can adapt to customer requests and route calls more efficiently. Natural language processing can understand what customers are saying. Machine learning improves performance over time. Predictive analytics can anticipate what customers will ask next allowing for more rapid responses. Smart voice assistants can direct customers to self-service options.
AI is also shaping analytics and optimizing performance. Call center managers can track agent performance. Unified phone systems can track performance across a variety of metrics such as first-call resolution or average call time. Voice analysis, contextual tracking, and recordings can analyze agent performance.
AI In Marketing
Ai is being used in marketing to provide highly precise and customize advertising. Digital ads can be served to specific geographic areas to target ideal buyer profiles that show product intent. A/B testing of ads allows for automation optimization by providing customers the ads that are more likely to covert. Website and landing pages are being assembled and rearranged on the fly based on visitor preference.
AI is Changing How We Communicate
Technology has impacted every business.
Artificial intelligence is providing new ways to analyze data, personalize communications, and increase operational efficiency. AI is literally changing how we work and communicate.