With the growth of the digital world, the association between customers and businesses has evolved tremendously in the last few years. With customer expectations soaring year after year, mobile app development companies are trying to find new ways to improve their processes and innovatively interact with them. One of these ways is by adopting AI-driven applications that can deliver superior customer experience through process automation and smarter devices. Artificial intelligence can significantly accelerate application development and allow end-users to seamlessly interact with applications. AI has transformed the customer experience by providing tailor-made content and personalized experiences. Companies are leveraging their data analytics capabilities to procure quick insights, scale their AI capabilities and build unique applications around AI. Let us look at the impact of AI in application development and five ways in which AI is transforming the customer experience.
AI and its features
Artificial Intelligence is the simulation of human intelligence achieved by machines and technology. AI technology is expected to open doors for self-service for all customer platforms in real-time and AI-assisted responses may eventually replace human agents.
The main capabilities of AI that can power customer support are:
- Machine Learning is a powerful computing system that can process huge volumes of data to gather key insights from it.
- Natural Language Processing involves day-to-day interactions with the AI software performed using its ability to interpret and process written and spoken messages.
The cognitive power of AI that replicates human intelligence enables businesses to offer valuable services to customers.
The applications of AI in customer experiences
AI-driven applications built bymobile app development companies have the power and the capability to handle the complex customer data sets of businesses and add value to customer experience. It is not feasible to hand program the history of every consumer. AI finds patterns across several data points to deliver a consistent customer experience across all channels.
AI in customer experience requires three basic capabilities to succeed:
Unification of data to create a single customer view
Centralized data storage and the view is imperative for all kinds of behavioral analytics and AI thrives on information management.
Real-time insights delivery
For AI impact to be seen in customer experience, it is necessary to share actionable insights in real-time. If these insights are accessible to every department across an enterprise, the teams can handle marketing and customer experience issues more effectively. AI delivers data insights quickly that enable the analytics team to attend to critical requests immediately.
Understand business context
AI delivers value to businesses by understanding the business context. It understands the significance of various events in shaping consumer behavior. It also develops awareness about various customer touchpoints and KPI’s that have shaped customer behavior such as profitability, revenue, customer satisfaction, customer value, and so on.
Armed with crucial information, AI can do much more than figure out the next best action. With business context, AI can recognize the main causes of customer experience issues and identify the most exclusive, predictive, and common customer journeys that customers take up during interactions.
How AI-driven applications can enhance the customer service experience
Now that we understand the applications of AI in customer experience, let us see how AI-driven applications are unleashing their power across various aspects of customer experience.
A complete transformation of customer service
AI’s biggest impact would be the big makeover of customer service features of applications. Customer service will become fast, and hassle-free. While call-center people, sales persona, and customer service agents cannot absorb or understand a customer’s entire history before an interaction, AI is making this possible. AI-based applications by mobile application development companies are transforming customer service through:
Chatbots
Chatbots are AI-driven conversation agents that are being applied in several customer service scenarios. They can simulate human interactions and offer quick, personalized responses 24X7. Chatbots eliminate the frustration and delays that typically occur while responding to customer complaints.
Virtual Assistants
Virtual assistants implement AI to answer questions and obey instructions. They act as a personal shopping assistant to the user, helping them find what they want by engaging them in light conversations.
Predictive Personalization
Another crucial way AI is transforming customer experience is by offering personalized content. An online shopper today rarely needs to search for a product, he can quickly find a recommendation based on his history. Businesses can create experiences that can integrate organically with customers’ day-to-day lives. Customization and intelligent prediction through AI will make customers feel that every product or brand experience was tailored for them.
Companies will be able to analyze consumer behaviors and individual shopper inventory to deliver goods home on time. AI-infused self-driving cars will leverage their knowledge of select routes from past behavior to optimize long trips and daily commutes. Customers will be able to ask and obtain help easily as AI can make customer interactions smoother and streamlined across all channels.
AI-Driven Customer Analytics
Optimal customer experience is achieved only when a customer is remembered and treated with attention, consideration, and respect throughout their customer journey. The power of AI-enabled customer analytics can scan through large volumes of complex data to uncover innumerable, unimaginable business opportunities.
AI-based customer journey analytics can find deep data relationships, predict future behaviors with accuracy while concurrently unearthing the propellers and inhibitors of customer performance. AI helps answer questions such as an early indication of impending outcomes, successful and unsuccessful customer experience outcomes, and customer experience improvements that need to be prioritized.
Self-Service 24/7
AI empowers customers by offering self-service 24X7. AI eliminates the need to “wait” or “hold” for the next available customer agent to help with simple fixes related to a product, service, or payment. Chatbots and virtual assistants are at the beck and call of customers, allowing them to get in, get answers to their questions, and get out in a jiffy.
The main benefit of using AI to automate responses is its non-dependency on time constraints and holidays. The customer can interact with an AI robot at any given time to resolve issues. Such uninterrupted customer self-service helps businesses stay responsive, immediately address customer inquiries, and assure them consistent support. Prompt escalation and quick resolution enhance brand reputation and customer satisfaction.
Simplify the entire customer journey
Among all how AI can improve customer experience, simplification of the entire customer journey is paramount. Customer experience with an application that can otherwise be hard to navigate, stressful, resulting in the customer moving from your website to your competitors can be greatly simplified through AI.
The buying journey, the productive interactions, reciprocated messaging, and one-to-one engagement offered by AI gives you the power to connect better with your customers by creating a win-win situation.
The Final Word
Through AI-aided apps by mobile application development companies, businesses can offer the best quality service to their customers with unquestionable precision and reliability. Its intelligent support system will guide customers to their destination through parallel support paths. AI means personalized customer support, high-quality customer experience, speed, efficiency, and cost savings. We are most likely to witness further innovations in AI-driven applications for enhancing customer service solutions. Companies that invest in AI will be able to boost their revenue while cutting down their operational costs by cutting down on mundane tasks thanks to AI-automated intelligent solutions.
References;
- 5 Ways to Use AI to Become a CX Leader (genesys.com)
- 5 Ways to Improve Customer Experience with Artificial Intelligence (bondai.co)
FAQs About Mobile Application Development Companies
Q. What is the role of mobile application development companies in leveraging AI?
A. Mobile application development companies are integrating AI to enhance app functionalities, automate processes, and provide personalized user experiences.
Q. How is AI transforming mobile app development?
A. AI is revolutionizing mobile app development by offering advanced data analytics, automating tasks, personalizing user interactions, and improving decision-making processes within apps.
Q. What are the key AI features beneficial for mobile apps?
A. Key AI features include Machine Learning for data processing and insights, and Natural Language Processing for interpreting and processing human language within apps.
Q. Why is AI crucial for customer experience in mobile apps?
A. AI is essential for tailoring customer experiences in mobile apps, providing quick insights, scaling AI capabilities, and offering unique, AI-centered applications.
Q. What impact does AI have on customer service in mobile apps?
A. AI enhances mobile app customer service by offering 24/7 self-service options, intelligent chatbots, and virtual assistants for real-time customer interaction and support.
Q. Can AI-driven mobile apps improve customer analytics?
A. Yes, AI-driven apps can significantly improve customer analytics by analyzing complex data sets to uncover business opportunities and predict future behaviors.
Q. What advantages do AI chatbots bring to mobile apps?
A. AI chatbots in mobile apps provide instant, personalized responses, improve user engagement, and offer round-the-clock customer support.
Q. How do mobile app development companies use AI for personalization?
A. Companies use AI to analyze user behaviors and preferences, enabling them to deliver customized content and experiences within mobile apps.
Q. What are the benefits of AI in simplifying the customer journey in apps?
A. AI simplifies the customer journey by guiding users effectively, enhancing navigation, and automating interactions for a seamless app experience.
Q. What future trends are expected in AI and mobile app development?
A. Future trends include advanced AI integrations for more intuitive user interfaces, predictive analytics, enhanced security features, and more interactive and responsive app experiences.
About Author
Hitesh Dhawan
Founder of Neuronimbus, A digital evangelist, entrepreneur, mentor, digital tranformation expert. Two decades of providing digital solutions to brands around the world.