Transforming Customer Service Starts With Voice AI

“It’s an algorithm that’s proprietary to Ulta Beauty and allows us to bridge the physical and digital worlds. Bolingbrook, Illinois-based Ulta Beauty wanted to use more personalization in its digital marketing to customers. However, the retailer’s data was in silos and “difficult to access and mobilize,” according to a case study.

How To Incorporate Conversational AI To Improve Customer Experiences

Sometimes, for information-related services, it’s best to use the behavior-based approach. In the case of a transaction-based authentication, the nature and quantum of risks involved with the transaction need to be weighed, so a multifactor authentication including biometrics should be used. This is called RB-MFA, and AI-based behavior tracking and biometrics are key to this. As the president of an information technology company, I suggest using artificial-intelligence-based behavior tracking—which uses biometrics and contextual intelligence to judge the risks involved in a transaction—to help prevent identity theft.

• What’s more, following just one bad bot experience, consumers are more likely to use or buy from a different brand, abandon their purchase or let their family and friends know about the poor experience they had with the brand.
• Meanwhile, Coca-Cola’s Create Real Magic platform, developed with OpenAI, lets digital artists create original artwork using iconic Coca-Cola assets.
• Sometimes, for information-related services, it’s best to use the behavior-based approach.
• By surfacing meaningful insights of each agent’s performance, you can customize that hour to the training each agent needs to provide better service.
• “LLMs are fundamentally changing the way search algorithms work,” Sean Mullaney, CTO of search engine SaaS platform Algolia, told VentureBeat.

ChatGPT and LLM-based chatbots set to improve customer experience

Using AI has the potential to increase corporate profitability by an average of 38% by 2035, according to data from Accenture. According to Soni, that’s the value of XCaaS — it drives efficiency, productivity, and engagement. Customers expect exceptional service across all digital channels, which requires modernizing the contact center to keep up with customer demands. GenAI has the potential to fix the misalignment between what consumers want from their experience and what businesses are often focusing on, according to Simon Morris, area vice-president of solution consulting for the UK and Ireland at ServiceNow. The airline wanted to automate repetitive queries, give complex queries to agents and engage customers with awareness campaigns, including on loyalty programs. To drive customer personalization through marketing automation, Ulta looked to first consolidate its customer data, including its loyalty program, in-store credit card program, email list and SMS list.

Personalizing the Experience and Anticipating Customer Needs

To better understand the impact on generative AI on improving the customer experience, I connected with one of the world’s top customer service and experience management experts in the world. Prior to joining Salesforce, Maoz was research vice president and distinguished analyst at Gartner, serving as the research leader for the customer service and support strategies area. His research focuses on customer strategies and technologies, with an emphasis on the CRM customer service disciplines, collaborative customer strategies, AI and Mobile strategies, and cloud-based CRM applications and analytics.

• In fact, 80% of customers said they have switched brands because of poor customer experience, according to research from Qualtrics and ServiceNow.
• With today’s AI tools, content such as text, images, audio, and video can all be personalized in real-time based on the customer’s data.
• It’s important to address each one with the same amount of care and effort to take your business further with its audience.
• By contrast, a business colleague had the unfortunate need to file an accident claim with their father’s life insurance company.

One opportunity is to consider the documentation and tools customers use to learn, install, and troubleshoot the product. Using an AI agent to answer questions can be a faster and easier experience than asking customers to find and read through many pages of documentation. The use of voice-recognition technologies in customer service is nothing new. Primitive forms of that technology have been in use for many years — and have helped to give voice-assisted customer service a bad rep among consumers. For those who have moved beyond employee productivity or application development, the most common area of focus has been the customer service department — more so than marketing, sales, or commerce.