Customer satisfaction plays an important part in ensuring the future of a complex business in the midst of a transformation. Customers today have a wide range of choices and higher expectations, which means it’s essential to maximize their experience along the entire customer journey. This is where artificial intelligence (AI) comes in. A technology that has, and continues to transform the way companies interact with their customers.
Using AI, companies can tailor and optimize customer experiences as much as possible, and get very precise insights and recommendations to improve overall satisfaction. In this article, we’ll explore how AI is revolutionizing customer satisfaction and redefining business.
Text analysis for precise recommendations
Text analysis, also known as verbatim analysis, can be a time-consuming and tedious task when volumes of unstructured (textual) data become too large. Artificial intelligence makes it possible to process these hundreds, thousands or even hundreds of thousands of data sets in just a few seconds.
Text analysis is a way to use computer programs to read and understand words that people write. It’s like having a really quick reader who can go through things like emails or posts online and tell you what they mean. This is really useful for businesses that want to know what their customers are saying without having to read everything themselves.
AI technology behind text analysis can therefore be used to process and understand users’ sentiments, to highlight the topics where there are the most complaints, but also to make accurate recommendations based on all this data received.
For example, when the majority of customers are unhappy with a company’s delivery times, all the data will be processed and analyzed. Then, using systems such as GPT-4, the text analysis system will recommend ways of optimizing delivery services, increasing the number of delivery drivers in the area concerned, improving driver training, and so on.
Feedier NLP is a solution that enables you to meet these needs by understanding your customers’ textual data and extracting clear insights and precise recommendations. Find out more about Feedier’s text analytics solution.
Efficient and Proactive Issue Resolution
AI empowers businesses to address customer issues efficiently and proactively. AI systems can analyze customer feedback from various channels, including reviews, emails, and surveys, to identify recurring problems and sentiment trends.
According to a study conducted by PwC, 59% of customers feel companies have lost touch with the human element of customer experience.
AI-powered systems can identify and prioritize customer issues, allowing businesses to resolve them promptly. Proactive issue resolution demonstrates a commitment to customer satisfaction and builds trust and loyalty.
AI at the heart of Customer Intelligence with Feedier
Feedier is a Customer Knowledge platform that centralizes 100% of data from different feedback sources, and data from business tools (such as CRMs like Salesforce or Hubspot). This enables you to listen to the Voice of the Customer accurately and globally, all in one place. It enriches operational customer data, providing you with much more precise insights on your customers’ satisfaction.
The data is then automatically analyzed and made available through intuitive reports that can also be shared with your teams. As explained earlier in the post, all your text data is processed, analyzed and interpreted instantly, in real time, to give you actionable recommendations for enhancing your customer experience.
Customer intelligence helps companies to drive customer-centric transformation. Giving them a competitive edge by offering their customers quality experiences.
Chatbots: the artificial intelligence-based assistant for support teams
AI-powered chatbots and virtual assistants have revolutionized customer service and support. The chatbot market is expected to reach $1.25 billion by 2025, driven by the increasing demand for efficient customer support.
Chatbots are available 24/7, can handle multiple customer queries simultaneously and provide real-time answers. This ensures much faster resolution of issues, and overcomes the frustration of waiting for an operator to respond to a customer’s request. Chatbots can also learn from previous interactions (known as Machine Learning), enabling them to provide more precise and tailored solutions over time, enhancing customer satisfaction.
Many chatbots are trained by Language Models (LM) such as LLM (Large Language Modeling). Learn more about this in our article on verbatim analysis.
Tailored Customer Experiences
One of the key ways AI improves customer satisfaction is by enabling businesses to provide personalized experiences.
According to a study conducted by Accenture, 91% of consumers are more likely to shop with brands that recognize, remember, and provide relevant recommendations and offers.
Artificial Intelligence-based algorithms analyze massive volumes of client data from business tools such as Salesforce, Hubspot or Cornerstone. By analyzing such data as purchase history, behavioral or demographic data, they can trigger messages, offers, products, etc. that are consistent with customer intentions. Companies can thus improve customer satisfaction, and the ensuing benefits (retention rates, recommendation rates, increased sales, etc.).
Artificial intelligence has revolutionized customer satisfaction by enabling businesses to deliver personalized experiences, improve customer service, and gain valuable insights. The statistics speak for themselves: 91% of consumers prefer brands that offer personalized experiences, and companies extensively using customer analytics generate above-average profits.
By embracing AI-driven solutions, businesses can foster customer satisfaction, reduce chrun, and stay ahead in today’s competitive landscape. As AI continues to evolve, its potential for improving customer satisfaction and customer experience will only grow, making it an indispensable tool for businesses seeking long-term success.