Keeping customers satisfied is the primary goal of any business. CMOs and CIOs need to equip their employees with the right tools and training to be able to do this in today’s tech-obsessed world. Figuring out what technology can assist employees in making customers happy has never been easier.
There are many new developments in technology that are improving customer satisfaction—automation, machine learning, and AI are just a few. Let’s look at what CMOs and CIOs need to know about these technological advancements and how they are helping employees improve customer satisfaction levels.
Automation in Customer Service
Your organization’s customer service can make or break a buyer’s satisfaction. Thanks to automation, the world of customer service is getting a major overhaul. We are seeing new systems that can monitor and manage devices connected to the IoT
. This automation features connected devices with dashboards that walk users through the process of troubleshooting common issues.
These automated troubleshooting interfaces can eliminate unneeded human interaction for easy problems, and free up human customer service representatives to address bigger issues. Chatbots are an example of automated customer service technology that can interact with their clients and solve common, small issues
through text recognition. Automated systems like chatbots are just the beginning of improving customer satisfaction with AI applications.
Machine Learning Programs
In business, access to data is essential. Especially today. So too is customer satisfaction and customer service. AI has progressed immensely in the past two years
, and machine learning has a range of potential benefits in customer service. AI, like machine learning, can hypothetically find the best customer service representative for any given customer. How? The process is simpler than you might imagine.
A machine learning engine can gather attributes from the customer calling—location, age, gender, product type, etc.—and can cross-reference those attributes with customer service representatives’ attributes to connect the customer with the best possible representative.
That’s right, AI machine learning programs have the potential to connect callers with the best possible customer service representatives automatically
. Instead of transferring customers through multiple people to get them to the right rep, they can make it happen— automatically.
Machine learning also provides benefits to businesses who want to monitor the customer journey. Let’s explore this further.
Monitoring the Customer Journey With AI
AI can completely change for the better the way companies control the buyer journey. By having customers agree to data streams that are relayed into an IoT Complex Event Processor
(CEP)—an engine comprised of different technological components that can process interactions from almost any type of connected device—these organizations are now able to store a massive amount of customer data. Invaluable data which can enable them to follow and manipulate every step of the customer journey.
The CEP engine gathers data and evaluates what “state” the customer is in—good state, neutral state, or negative state. As an example, with the use of AI technologies, a CEP engine could take a customer in a “bad state” and offer the most efficient tactic to move that same customer into a “good state.” Not only does the CEP engine suggest effective tactics to enhance the customer journey
based on the information gathered about specific clients, but it also allows businesses to monitor how many consumers are in each “state.”
Companies that use a CEP engine to track the customer journey have a massive advantage over their competitors. By monitoring what “state” their customers are in during the journey, these firms can see how the marketing campaigns are performing in real time.
The IoT and AI technology can enhance customer satisfaction on multiple levels. Automation, machine learning programs, and CEP engines all offer various benefits to both consumers and companies. Chatbots can help customers solve minor miscues, freeing up actual customer service representatives to deal with bigger customer issues. Machine learning programs allow customers with larger issues to be directed to the most efficient customer service rep available for their particular problem. And lastly, CEP engines provide customer information through the IoT to give companies customer insight never before thought possible.
At New Era Technology we empower live meetings and remote collaboration by deploying the technology that helps your organization connect, communicate and engage with its customers, employees, and stakeholders. Connect with us to find out more about how New Era can help you achieve your business and technology goals.
Photo Credit: aloscoin
Flickr via Compfight cc