How Machine Learning Is Reshaping the Customer Experience
How is machine learning—its applications such as chatbot, AI ticketing, and Self-Serve— transforming and reshaping the customer experience?
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Machine Learning is under rapid evolution and is one of the blockbusting technologies. Most sectors such as healthcare, finance, travel, and transportation, social media, e-commerce, marketing, IT, gaming, media, robotics, manufacturing are experimenting with it to take it to the horizon and are expected to expedite its functioning faster than ever. Certainly, it bestows extensive cognizance of the customers and their requirements.
So, What Is Machine Learning?
To be technical, machine learning is the subset of Artificial Intelligence and the study of computer algorithms to find patterns from the huge data to make future predictions. While referring to the business firms, future outcomes such as risk assessment, customer’s behavior can be derived from the patterns observed and the response can be given accordingly.
To understand better, let’s discuss some real-time examples where machine learning is being used:
- It is found that 79% of online buyers devote 50% of their time researching before making a purchase. With the help of machine learning, Amazon has given product recommendation features to its customers wherein it provides a purchases list similar to the last purchase thus saving customer’s time.
It was 2014 when Amazon introduced its AI-powered voice assistant, Alexa. It is a conversation-driven virtual assistant that converses with the users.
Facebook is embedded with Machine Learning whether its algorithmic news feeds, messenger chatbots, photo tagging suggestions, or ad targeting.
Autonomous vehicles introduced by Tesla, Nissan, Google, and many other companies.
Let’s see some of the applications of machine learning and how new technologies reshape the customer experience?
Applications of Machine Learning
There are times when you are out of hours or time when you want to integrate with your customers and want to impart timely assistance but you are not able to hence miss the opportunity to sell your products. So what could be done? Well, a chatbot is an answer.
What Is a Chatbot?
It is a software application prepared with the help of Machine Learning to layout a conversation in the natural language via text or text-to-speech between the humans and the machines to give automated answers. It is an omnipresent channel that means you can communicate with your customers through various channels such as Whatsapp, Telegram, Facebook, Instagram, and many more.
How Does a Chatbot Work?
A chat interface is used to convert the inputs given by the customers into its language and replies using automated answers.
In a simple language, NLP deals with recognizing and converting the human language into computer language.
For example, chatbots like Siri and Alexa take the human language inputs and reply to the customers in the natural language.
Business With and Without ChatBots:
In presence of ChatBots
In absence of ChatBots
Customer service can be provided 24/7, even after office hours.
Customer service cannot be given after office hours.
Technical problems can be solved faster by showing the issues to the customers in real-time.
Real-time issues will take longer to get solved.
Automatic replies to the repetitive questions will allow the team to work on more significant issues.
The executive spends pretty much all the time answering repetitive questions.
Interesting Statistics About Live Chat
Every month there are more than 2 billion messages sent between people and businesses.
At present more than 50% of customers expect live chat on your website.
There are around 53% of people who are likely to shop with businesses they can message.
Self-service can be considered as the common use case for different machine learning applications such as virtual assistants, chatbots to make interactions with customer service executives quick and smooth.
These were some of the applications of machine learning now, let’s find out the ways Machine Learning is transforming the customer experience.
Real-Time Self Serve Examples:
- Booking Kiosks
- Online Banking Services
- Supermarket Barcode Scanners
AI ticketing is evolving in the Business Industry. Using Machine Learning automatic tickets that are customer's queries, complaints, etc. are generated from various channels ranging from the app that the customers use to the different social media platforms then these tickets are assigned to the support providing departments. Thus, the tickets reaching out to the designated departments saves a lot of time and helps the customers efficiently.
For instance, if there is a query about the status of the product to be received then this query will be automated to the query department, consequently, that department will work on that query instantly and answer the customer.
Machine Learning used chatbot allows the agents to receive notifications via emails whenever a chat request comes from the customer.
The chatbot is equipped with features like attaching important documents, images or videos to make the conversation better.
Automatic Allocation of the Requests
Allocates the queries of the customers automatically to the agents to make sure every customer is attended on time.
Round-Robin is used to ensure the productive performance of the executives by evenly assigning chats to all active executives.
Amalgamation of Tickets
In the Machine Learning driven chatbot you will be able to receive all kinds of tickets regardless of the communication channel be it an SMS, Whatsapp, Facebook, or through the firm’s app.
You will be able to respond to chats through different platforms while staying in the same ticket thread. You will have all the information available when you require it.
Analysis & Reports of Chat
The live chat or the chatbot keeps a record of the chats and generates detailed reports to assess missed chats, first response time, average turnaround time, chat traffic, customer ratings, and more.
This data lets you understand the customer better and. You will also be able to track relevant KPIs to gain insights.
Systematic Arrangement of Work
Reshape the customer experience through Machine Learning by arranging the chats based on the workflow and defining chat categories as tickets or as leads accordingly.
The cherry on the cake is that you can convert your chats into tickets and allocate them based on category, departments, or any other criteria.
No More Waiting Queues for the Customers
With the Self-service application of machine learning, do provide your customers with the choice to find quick solutions for issues.
The self-help section allows the customer to specify their problem and place a service request.
Based on the keywords, auto-responses for queries can be created and directed towards the relevant department at once. Customers need not queue up.
Speedy Solution to Repetitive Queries
The Customer Support portal can be used by the customers to select their issues from a list already made and navigate to an answer based on the choices given.
It allows the user to link them to the relevant answer pages or assign an agent for the same. Here, the customers are finding solutions on their own.
Let Your Customers Take Action
Authorize your customers to amend their existing orders and get updated on the same. They will be able to make alterations to the orders they have placed, such as the change in address, change in the delivery slot, and many more.
Grant them the right to cancel and get notified about the automatically updated ticket.
Keep Your Customers Updated
Enable your customers to see all the new plans, tariff,s and other details about your product or service.
Provide them with your company’s latest news, brand new features, and make other significant announcements.
Automated Chat for Improved Query Resolution
Use the power of AI chat to enable customers to reach quick solutions for their problems. Create an interactive interface with the Kapture AI chatbot which can reply to customers based on the queries asked.
Guide customers towards the right solution with quick automated responses.
The above given were the key ways of how machine learning is reshaping marketing and customer experience.
It is evident that customer satisfaction is the key to the success and long-way competitiveness of the business. Machine learning helps you understand the customer’s needs even without talking on the call with them. You can keep an eye on your customers’ status and can automatically activate events. It will allow you not to miss any chance of helping the customer. Also, you will be capable of dealing with future potential problems. Chatbot, an application of machine learning is the best way to take advantage of business automation and reach out to the customers in a better way. Machine Learning is changing the way we have been doing business and making the process easier. The only prerequisite is to sustain high-speed processing systems that will carry out machine learning-based algorithms with high precision and in the absence of all prejudices.
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