A recent study by Pegasystems has concluded that 84% of Indian consumers believe that Artificial Intelligence (AI) has the potential to provide a better customer experience, increase customer loyalty and enhance brand reputation. The same study also suggests that 78% of the consumers are comfortable interacting with an AI for business queries.

Though people are apprehensive about the security and ethics behind AI, they are of the view that AI makes interactions simpler and more engaging.

This poses a great opportunity for businesses while recovering from the pandemic when they have to rely heavily on digital platforms for awareness and engagement with their brand.

An ethical, friendly and empathetic AI can help instill faith in the customers and better their service delivery. In such times, the adoption of AI technology will also be quick since online platforms are the go-to option right now.

AI improves the customer experience in various ways, such as:

1. It helps enterprises understand their customers better. Analyzing social and behavioral data can give businesses a more accurate picture of what their customers desire. AI continuously adapts and improves and hence provides the latest and most relevant data related to customers. It has the potential to bring together all business units and make them customer-focused and deliver a more personalized experience.
2. AI can also help suggest the next best action based on historical data collected for a particular customer based on their interests and insights.
3. AI Chatbots are another way that, along with human assistants, can provide an upgraded experience. Chatbots are in no way a replacement for human contact, rather help human assistants work efficiently and effectively. Minor and repetitive issues like invoice processing, order tracking & account management can be taken care of by these AI enabled bots while human assistants can devote their time to more complex challenges.
4. Hyper-personalisation can be achieved through AI as it uses real-time data to deliver content that is specifically relevant to a customer. With such content, AI is also capable of eliminating the pain points in a customer journey.
5. AI enables quick decisions as it functions on real-time basis and provides quick insights