Skip to content
Cuelogic
  • Services
    • Services

      Build better software and explore engineering excellence with our industry-leading tech services.

      • Product Engineering
        • Product Engineering
          • Product Development
          • UX Consulting
          • Application Development
          • Application Modernization
          • Quality Assurance Services
          Menu
          • Product Development
          • UX Consulting
          • Application Development
          • Application Modernization
          • Quality Assurance Services
          Migrating application and databases to the cloud, moving from legacy technologies to a serverless platform for a FinTech organization.
          Download ❯
      • Cloud Engineering
        • Cloud Engineering
          • Cloud Services
          • DevOps Services
          • Cloud Migration
          • Cloud Optimization
          • Cloud Computing Services
          Menu
          • Cloud Services
          • DevOps Services
          • Cloud Migration
          • Cloud Optimization
          • Cloud Computing Services
          Building end-to-end data engineering capabilities and setting up DataOps for a healthcare ISV managing sensitive health data.
          Download ❯
      • Data & Machine Learning
        • Data & Machine Learning
          • Big Data Services
          • AI Consulting
          Menu
          • Big Data Services
          • AI Consulting
          Setting up a next-gen SIEM system, processing PB scale data with zero lag, and implementing real-time threat detection.
          Download ❯
      • Internet of Things
        • Internet of Things
          • IoT Consulting
          • IoT App Development
          Menu
          • IoT Consulting
          • IoT App Development
          Building a technically robust IoT ecosystem that was awarded the best implementation in Asia Pacific for a new age IoT business.
          Download ❯
      • Innovation Lab as a Service
        • Innovation Lab as a Service
          • Innovation Lab as a Service
          Menu
          • Innovation Lab as a Service
          Establishing an Innovation Lab for the world’s largest Pharma ISV, accelerating product innovation & tech research while ensuring BaU.
          Download ❯
      • Cybersecurity Services
        • Cybersecurity Services
          • Cybersecurity Services
          Menu
          • Cybersecurity Services
          Big Data Engineering at scale for IAC’s SIEM system, processing PB scale data to help brands like Tinder, Vimeo, Dotdash, etc.
          Download ❯
      • Healthcare IT Services
        • Healthcare IT Services
          • Healthcare IT Services
          Menu
          • Healthcare IT Services
          Upgrading a platform for patients to access doctors via chat or video consultation, modernizing design, & migrating infra to the cloud.
          Download ❯
  • Company
    • Company

      Find out why Cuelogic, a world-leading software product development company, is the best fit for your needs. See how our engineering excellence makes a difference in the lives of everyone we work with.

    • about usAbout

      Discover how Cuelogic is as a global software consultancy and explore what makes us stand apart.

    • CultureCulture

      Read about our free and open culture, a competitive edge that helps clients and employees thrive.

    • Current openingCurrent Openings

      Want to join us? Search current openings, check out the recruitment process, or email your resume.

  • Insights
  • Tell Us Your Project
Tell Us Your Project  ❯
Product Development  4 Mins Read  March 23, 2017  Snehith Kumbla

Using AI for Enhanced Customer Experience and Customer Engagement

Share Via –
Share on facebook
Share on twitter
Share on linkedin

Home > Using AI for Enhanced Customer Experience and Customer Engagement

Forrester, the American market research company, defines customer experience as, "How customers perceive their interactions with your company."

Certified Customer Experience Professional and Customer Experience Specialist, Ian Golding describes customer engagement as follows,"Customer engagement is the representation of the relationship between your brand and your customer. A fully engaged customer should be engaged to the point of advocacy – i.e. they become a ‘fan’ of your brand."

No business enterprise in the world can succeed without two crucial things on their side - customer engagement and favorable customer experience. Yet the 2016 customer engagement statistics reveal some rather interesting insights.

Artificial Intelligence and Customer Experience
i. As per McKinsey, 70% buying experiences are based on how the customer feels they were treated.

ii. Surprisingly, 58% executives admitted to not having a customer engagement program in place, in a Convero survey.

iii. A more telling statistic is that companies with strong total customer engagement strategies retained 89% of their customers, as compared to 33%, for companies with weak customer engagement strategies.

AI and Customer Engagement

It may seem like a bizarre standout sci-fi moment, but it is true: AI is taking over the world!
i. As per Gartner, 85% customer interactions will be nonhuman by 2020.

ii. Gartner also predicts that 6 billion services and 50 billion connected things will be requiring support by 2018.

iii. Despite apprehensions about people losing jobs, 80% believe that AI improves employee performance and creates jobs (Narrative Science statistics). Yet, as things stand, as per American marketing research company, Forrester, AI will replace 16% American jobs by 2020.

iv. "Automated communications that provide data that can be used to make decisions," is AI's most important benefit. That's what 44% executives agree to in a Narrative Science survey.

v. 72% of all businesses declare that their top priority is customer service improvement (Forrester Research).

Building a data bridge through social media, combining AI and customer data enables companies to gauge customer buying habits, budget, dislikes, and even their present mood.

Going Beyond Personalization

An advanced, next generation customer service experience goes beyond marketing. The Wells Fargo Bank combined their CRM with social media connectivity to remain accessible to their 70 million customers. The CRM also ensures that customer issues are redirected to the right solution providers. With social and mobile tools, the bank could redirect its customers to over 300 of its products and services.

Boxever combines a data platform, AI and Cloud to connect all operational, product and customer data, letting you personalize every detail. Boxever absorbs every little customer data and then acts through the appropriate channels in real time. The Nest Learning Thermostat (now acquired by Google) makes use of behavioral algorithms to save energy based on your schedule and behavior.

It is not just about personalized customer experiences anymore. The experience now needs to be smarter, faster, and in the right context. Advanced big data analytics and machine learning implementation across various platforms are helping retail sector provide advanced options to its countless customers.

Elevating Voice Recognition

As per Narrative Science, 32% executives claim that voice recognition is the most widely used technology in the world.

Amazon Echo is a prime example of popular voice recognition services. Over 3 million units of Amazon Echo have been sold in the last 18 months. Alexa, the addressable voice allows you to order from the entire Amazon product list, without picking your smartphone. Alexa can now develop skills to perform new tasks, thanks to Amazon’s developer platform.

The first UK banks to offer voice recognition, HSBC and Santander enabled advanced facilities to its users. Customers can now report lost cards, make payments, and pose account related questions.

Artificial Intelligence is among the most adapted methods for voice recognition. While it is a fact that no technology can compete with human listener accuracy, AI can help recognizing speech patterns with great precision. Important speech recognition stages via AI includes speech unit representation, development, and formulation of recognition algorithms and demonstration of correct speech inputs.

Chatbots 2.0

Almost every other company is the world is considering the use of a virtual assistant or a chatbot. Select companies are getting it right though in terms of user engagement. Companies that got it right emphasize on experience design. For example, the team behind the chatbot SPIXII, used AI to re-design the bot for a customer-centric experience, re-thinking on how customers and insurers interact. The result is SPIXII, a sophisticated, prompt-answering, no-nonsense chatbot.

Apple’s Siri is a virtual assistant with a personality. Just like Alexa, Siri takes in your vocal commands, interprets, and then attempts completing the task. Natural Language Processing and AI combine to make Siri’s comforting, human-imitating conduct. NLP makes Siri intuitive, as much as it is possible for a machine to be.

Watch this video on driving customer engagement for e-commerce chatbots.

Online Shopping, Upgraded
Despite the apparent ease of online shopping, personalized, choice-based shopping is still evolving. AI continues to reduce the gap. For instance, the online apparel store, The North Face offers insightful questions to its customers like, “When will you be wearing this coat?” Customer answers to similar perceptive questions shed more light on customer-product equations. Pinterest Lens pushed the bar by letting the customer point at a pair of shoes or a chair and then helps you find it online.

Businesses are using subtleness to engage the customer online, rather than coax and push them to buy products. Taking the hint, Adobe has created an image-editing tool that allows users design images of their favorite products. It’s like confronting the undecided, hesitant customer with a gentle reminder to buy what they like more often. Watch this video on AI and the future of customer experience.

Summary

The advertising, marketing and public relations agency, Ogilvy & Mather have an important point to make. They emphasize on remembering our humanity while using AI. Otherwise, without the emotional connect, customer disengagement is a potential risk. They suggest the following points for better customer engagement:
i. Clearly defining AI’s role in the organization.
ii. Using AI to complement the experience, rather than replace or substitute it.
iii. Do not spend big on AI, instead focus on little things that improve customer experience, via AI.
iv. Let it be clearly communicated to the customer what they must expect and what they are not to expect with AI.
v. Customers should always know whether they are interacting with a human or an AI system. AI decision-making must also be elaborated on when the need arises.

Thus, concludes our article on enhancing customer experience and customer engagement through AI. You are welcome to share your views as comments to this blog. Visit our blog page for the latest on all things tech.

Recommended Content
Low Code Platform: The Future of Software Development ❯
Micro Frontend Deep Dive – Top 10 Frameworks To Know About ❯
Micro Frontends – Revolutionizing Front-end Development with Microservices ❯
Go Back to Main Page ❯
Tags
Natural Language Processing AI and customer experience AI and customer engagement Voice Recognition
Share This Blog
Share on facebook
Share on twitter
Share on linkedin

Leave a Reply Cancel reply

People Also Read

Product Development

Low Code Platform: The Future of Software Development

8 Mins Read
Quality Engineering

BDD vs TDD : Highlighting the two important Quality Engineering Practices

8 Mins Read
DevOps

Getting Started With Feature Flags

10 Mins Read
Subscribe to our Blog
Subscribe to our newsletter to receive the latest thought leadership by Cuelogic experts, delivered straight to your inbox!
Services
Product Engineering
  • Product Development
  • UX Consulting
  • Application Development
  • Application Modernization
  • Quality Assurance Services
Menu
  • Product Development
  • UX Consulting
  • Application Development
  • Application Modernization
  • Quality Assurance Services
Data & Machine Learning
  • Big Data Services
  • AI Consulting
Menu
  • Big Data Services
  • AI Consulting
Innovation Lab as a Service
Cybersecurity Services
Healthcare IT Solutions
Cloud Engineering
  • Cloud Services
  • DevOps Services
  • Cloud Migration
  • Cloud Optimization
  • Cloud Computing Services
Menu
  • Cloud Services
  • DevOps Services
  • Cloud Migration
  • Cloud Optimization
  • Cloud Computing Services
Internet of Things
  • IoT Consulting
  • IoT App Development
Menu
  • IoT Consulting
  • IoT App Development
Company
  • About
  • Culture
  • Current Openings
Menu
  • About
  • Culture
  • Current Openings
We are Global
India  |  USA  | Australia
We are Social
Facebook
Twitter
Linkedin
Youtube
Subscribe to our Newsletter

We don't spam!

cuelogic

We are Hiring!

Blogs

Recent Posts

  • Low Code Platform: The Future of Software Development
  • BDD vs TDD : Highlighting the two important Quality Engineering Practices
  • Getting Started With Feature Flags
  • Data Mesh – Rethinking Enterprise Data Architecture
  • Top Technology Trends for 2021
cuelogic

We are Hiring!

Blogs

Recent Posts

  • Low Code Platform: The Future of Software Development
  • BDD vs TDD : Highlighting the two important Quality Engineering Practices
  • Getting Started With Feature Flags
  • Data Mesh – Rethinking Enterprise Data Architecture
  • Top Technology Trends for 2021
We are Global
India  |  USA  | Australia
We are Social
Facebook
Twitter
Linkedin
Youtube
Subscribe to our Newsletter

We don't spam!

Services
Product Engineering

Product Development

UX Consulting

Application Development

Application Modernization

Quality Assurance Services

Cloud Engineering

Cloud Services

DevOps Services

Cloud Migration

Cloud Optimization

Cloud Computing Services

Data & Machine Learning

Big Data Services

AI Consulting

Internet of Things

IoT Consulting

IoT Application Services

Innovation Lab As A Service
Cybersecurity Services
Healthcare IT Services
Company

About

Culture

Current Openings

Insights
Privacy Policy  
All Rights Reserved © Cuelogic 2021

Close

Do you have an app development challenge? We'd love to hear about it!

By continuing to use this website, you consent to the use of cookies in accordance with our Cookie Policy.