INDUSTRY UNLOCKED hiccup in the online payments experience can result in an abandoned cart and loss of sale . By offering seamless payment experiences through secure technology , retailers can provide customers with a safe , one-touch experience .
Unifying the customer experience with AI innovations
It ’ s good business sense for retailers to utilise AI immediately , but companies shouldn ’ t deploy isolated AI-based solutions that only solve a ‘ specific ’ problem . This can result in customer frustrations like unhelpful bots or excessive transfers and employees who are limited with insufficient information or training . Retailers need the ability to act as an expert across more than one customer intent .
Rather than multiple products all aimed at addressing individual pain points , a single platform with the AI capabilities to holistically connect and improve customer and employee experiences creates opportunities to build loyalty and drive business outcomes . A few examples of how AI-powered experience orchestration can help organisations scale personalisation includes the capability to understand what customers need before they tell you . Customers ’ historic data , partnered with intent signals and behaviour patterns can trigger proactive intervention .
For example , if an airline customer initiates a chat , employees should be able to instantly see the customer has searched the company ’ s FAQs for information on flight change fees . The agent can then offer help with rebooking or navigating change fees without the customer asking .
Customers also expect to only explain their problem once . They shouldn ’ t have to repeat themselves again to the next employee they ’ re transferred to . When experiences are connected , this information follows the customer wherever they go for a fluid , echo-free experience .
Brett Weigl , SVP , Product Management , AI at Genesys
Additionally , AI can leverage data from a customer ’ s journey to predict the best next action to help them meet their goals . It can also direct them to an employee best suited to meet their needs . This means customers are more likely to receive the first-contact resolutions they want – and employees can focus on the areas they do best .
Harnessing AI for unrivalled customer experiences
In today ’ s competitive landscape , a single negative encounter can tarnish a brand ’ s reputation . Therefore , it falls upon retailers to leverage cutting-edge customer experience technologies that enhance satisfaction while navigating obstacles .
AI has huge potential to redefine customer interactions and foster brand loyalty . Retailers can guarantee heightened levels of customer satisfaction through the strategic integration of this technology into their customer experience framework .
Alongside its benefits , retailers must remain vigilant of potential AI-related risks , such as the proliferation of deep fakes . Businesses must ready themselves to counter evolving fraudulent tactics by sourcing vendors equipped with robust fraud detection capabilities . When deployed effectively , AI can revolutionise customer experiences and safeguard customer loyalty and trust in the process . x www . intelligentcxo . com
39