Customer centricity – creating your business strategy with customers at the focal point – has been there as a business success formula for so long.
But in the digital era, it has evolved with whole new importance around customer data and advanced technologies such as artificial intelligence (AI), Machine Learning (ML), and Natural Language Processing (NLP). In the presence of conversational AI specifically, organizations are able to collect and utilize data to personalize and customize their conversations and offerings given to customers.
At the heart of a customer-centric strategy lies the objective of simplifying the purchasing process for customers. Conversational AI does it by assisting customers with text and voice-enabled conversations. It understands every customer’s intent in real-time and uses conversational history to memorize preferences.
Today, conversational AI has made its way out of the “trend” stage to seamless implementation. Organizations are gaining an edge over competitors with AI-enabled customer-centric strategies online.
Here, in this post, we’ll discuss customer centricity in detail and talk about a 6-step customer-centric conversational AI action plan as well.
So, let’s get to it!
What Does Customer-Centric Mean?
In simple words, customer-centric means- putting customers on top. Every effort taken by your company should ensure a positive and satisfying experience for your customers. Hence, customer centricity becomes the only way to build and maintain long-term business relationships.
When you focus on customers and use conversational AI to collect and use in-depth data- it brings you a 360-degree view of your customers’ intents, buying behaviors, digital preferences, and emotions. You can use it to offer an excellent customer experience for maximum business outcomes.
What is the Importance of Conversational AI in Customer Centricity?
Companies all around the world already understand the value of customer experience, support, and service. This is why many are shifting their focus towards better customer-centricity while engaging, servicing, and interacting with customers.
Despite its widespread awareness, online customer service keeps on struggling to match the continuously rising customer demands. Multiple customer touchpoints, limited hours of human agents, and lack of instant response have resulted in long waiting periods for customers.
The biggest issue customers have these days is not being able to get immediate answers to their queries. Around 66% of queries are asked to switch from one channel to another to get resolved. This is making modern customers really frustrated as they desire instant gratification.
An interrupted experience for customers has become burdensome and costly for businesses. Moreover, most of the time, human agents fail to genuinely satisfy customers with accurate information given without wasting their time.
Companies all over the world are trying to control and prevent such conditions by introducing conversational AI. A robust conversational AI strategy can unify all channels where customers go to ask queries. Plus, it can give real-time responses, understand customer intent, and memorize conversational points throughout the journey across all touchpoints.
6-Step Customer-Centric Conversational AI Action Plan
Here’s a customer-centric conversational AI strategy that would not only help your customers but employees as well:
1. Enable a Cross-Channel Automated Conversational Ability
Using an AI-powered chatbot, you can integrate all digital touchpoints like your website, messenger platforms, and social media channels as well. This will enable an automated, omnichannel conversational ability for your business. So, customers can pick any platform to talk and get their queries resolved instantly with minimal human intervention.
2. Make AI the First Touchpoint of Contact
By integrating conversational AI across all channels, you can make an AI-enabled virtual agent the first customer touchpoint. It would address problems and respond to requests 24*7, and remember conversations with every user at any scale.
3. Personalize Communication for Deeper Engagement