The popularity of artificial intelligence (AI) is growing at a relentless pace across a range of industries and real-life applications.
Zendesk’s research suggests that in the last 12 months, businesses across all sectors have invested in the technology to mitigate pressure driven by customers’ demands. As a result, over 76% of consumers have already noticed improved customer experience (CX).
In this blog post, we take a closer look at how some of the key sectors including retail, healthcare, and utilities, are harnessing AI to enhance their CX strategy.
Retail
The Customer Experience Magazine highlights that tailored product suggestions, a prominent application of AI in the retail sector, hold significant importance for all shoppers. Customers prefer personalised content and speedy checkouts, although only a few may realise AI is behind these improvements.
Moreover, AI allows retailers to manage inventory, optimise supply chains, and monitor process while achieving a substantial return on investment (ROI). An excellent example is Beauty Pie, a makeup and skincare platform, which noted 200% ROI after adopting AI-powered automation solution DigitalGenius.
DigitalGenius streamlined customer enquiry handling without requiring agent intervention to reduce pressure during peak times. It elevated job satisfaction among agents and boosted customer happiness by ensuring queries were answered faster and with greater accuracy.
Healthcare
According to Zendesk, healthcare leaders are more invested than ever in improved CX, with 82% stating that CX is paramount to meeting their business objectives. AI is a vital to this task as it can significantly improve patient care and experience by assisting healthcare providers in making quicker and more informed decisions.
In today’s ever-evolving healthcare landscape, patients also seek access to services at any time and across diverse platforms. To meet this demand, forward-thinking organisations must embrace emerging technologies like AI.
A great illustration of this is NHS Digital and their partnership with Zendesk to seamlessly integrate knowledge-based AI into the NHS app. The AI implementation was instrumental in surfacing the relevant information for their patients and allowing the team to dedicate more time to those with more urgent needs.
Utilities
Similarly to NHS Digital, Shell Energy is also leveraging AI to enhance their CX, making it easier for decision makers to analyse customer interaction and identify areas of friction.
Drawing on NICE Interaction Analytics to audit the quality of customer service interactions and automate analytics and reporting, the business can boost the speed and efficacy of decision making and drive informed change and improvements to the service centre.
AI will continue to power the next generation of support in contact centres, enabling greater efficiencies and boosting performance.
Do you want to learn more about how AI can help you improve your CX strategy?
Why not join us for a roundtable discussion hosted during the CXFO Summit? We will examine how technology-driven interactions paired with human empathy can help deliver exception customer service. Register your interest here to attend on 14th September 2023 at The Savoy in London.
Don’t forget, Route 101 is always on hand to help you implement intelligent AI solutions using most advanced technologies mentioned in this article. For more information about our AI products and services, visit our website or get in touch today.
