TECH TRENDS
How intent detection AI rescues businesses from customer churn
In today’ s digital world, with a variety of choices at our fingertips, customer retention can be difficult. What makes a customer stay loyal to a brand? It will be different things for different customers – fast delivery, cost and customer service all play a part. Phil Portman, CEO and Founder of Textdrip and creator of PositiveIntent. AI, explores how intent detection AI can help businesses understand customer behaviour and reduce customer churn.
Keeping customers happy is not enough; businesses need to understand customer behaviour and act smart whenever things go wrong. The reason? Customers never say when they are about to leave. Customer churn is the biggest problem that most businesses face. This means that the customer suddenly stops buying or using the service. However, would it not be good if businesses could spot the warning sign early on and take action before it is too late? Here is where intent detection AI tools come into the picture. It can help businesses listen better and act smarter by understanding what customers are thinking based on their actions. With tools like positiveintent. ai, many businesses can reduce churn, improve customer experience and increase long-term growth. First, let’ s understand what customer churn is.
What is customer churn?
Customer churn = losing customers. For example, customer churn occurs when a customer cancels a subscription, suddenly stops shopping from a brand or no longer uses a service. It is a serious problem for businesses. Generally, acquiring new customers can cost more than keeping the existing ones. Therefore, if a company can reduce churn, it can save a lot of money and grow faster.
Why do customers leave?
Customers do not always say whenever they are unhappy; instead, they stop using a product / service, avoid calls and emails, feel confused about new features, have a bad customer support experience or start looking at competitor’ s websites. Moreover, sometimes, they just leave without warning. It makes it difficult for companies to know what went wrong or how to fix it. Intent detection AI finds out those early signals and helps your team reduce customer churn.
What is intent detection AI?
Intent detection AI is just like a digital detective. It watches how your customers behave. For example, what they click, search, say in chats or emails – and find out what they might do next. Are they interested in buying? Thinking of leaving? Confused or frustrated?
In short, intent detection AI does not wait for customers to speak up, but it listens to their quiet signals and helps businesses take action. You may think of it as customer intuition – smarter and backed by data.
You might be wondering how intent detection AI reads customer behaviour.
Well, it pays attention to things such as:
• Unsubscribes from emails
• Visits to help or cancellation pages
• Negative language in reviews or support chats
• Searching for competitor websites / products
14 www. intelligentcxo. com