Providing a great customer experience is vital to maintaining customer relationships and loyalty. That means delivering more than a well-crafted script in contact centers, chatbots, and cross-channel messaging. Organizations should focus on providing excellent, naturally responsive encounters and transactions across all touchpoints. Generative artificial intelligence (AI) can provide access to the right information at precisely the right moment, for agents and customers alike, in an on-point but friendly manner.
That’s a great advantage. Customers often note that immediately getting the correct answer to their questions tops their list of good customer care.
But a great customer experience consists of more than delivering accurate and appropriate information on demand. Fortunately, generative AI can also help turn hard data into soft people skills by delivering it in tailored responses. Wait times are also substantially reduced since generative AI is fast and constantly available. Combined, these attributes can increase customer experience ratings substantially.
Here are three easy ways for industries to leverage generative AI and improve the customer experience:
- Instant service packed with real-time information. Some industries have products or services that are time-sensitive or even tied directly to real-time or near real-time data. Take, for example, stock prices, bond prices, and interest rates in the financial services industry. Customers want this information on demand, regardless of whether it is delivered by a chatbot, an app, or a contact center agent. Generative AI can provide such information directly and quickly – and add analysis in an easily understandable narrative.
- Improved customer engagement. Customers don’t think highly of companies whose long queues and wait times yield low-value or no-value results. Generative AI can enhance automated communication processes to save time and improve service quality. It can also be used to rev up customer engagement by providing tailored insights; gamification interactions; and early access, sneak peek, or VIP benefits—all matched to customer behavior insights.
- Instant education on emerging products and services. Interested customers eager to come up to speed on emerging products and services often look to outside sources for information. Save them from a long search and, perhaps, misleading information by using generative AI to guide them at whatever degree they prefer. Contact center agents and your sales force can also summon precisely as much information as they need.
The key to delivering great customer experience is to deploy generative AI quickly. Learn how Capgemini and Amazon Connect can help automate and improve your contact center’s efficiency and impact.