If you ask any business executive, they'll explain why an outstanding customer service (CX) is the most important priority for any business regardless of the industry. While it is essential to draw new customers in but maintaining customer loyalty is a higher priority in any business sector, whether that is online retail, software and technology or travel and tourism.
While at the same time companies are taking advantage of technology to provide seamless service and experience for their customers. Artificial intelligence, also known as chatbots powered by AI, such as Dialogflow and Chatflow, is changing journeys customer service. This gives customers with 24/7 support and boosts the level of customer engagement.
Role of AI Technology in Customer Feedback
Sir David Brailsford, British Cycling Squad Sir David Brailsford, British Cycling Squad, has stated that "Clear feedback is the cornerstone of improvement." This concept is vital for any customer-centric business. Businesses can utilize feedback from customers to better understand their clients' needs and offer the best solution. Businesses can also make use of the analysis of feedback from customers to:
Your business plan should be based on trends in sales and positive feedback.
Find the root cause of customer complaints and determine possible solutions for business.
Find out what customers need and create an effective business relationship with users.
A majority of companies are not able to perform an analysis of the text of customer feedback to turn it into useful information because they are qualitative. To find out more info about AI, you have to check out https://aisera.com/products/ai-customer-service site.
AI can be employed to collect customer feedback
As a business How do you get accurate feedback from your clients using AI-powered tools? Here are a few examples of how you can do this which make use of AI techniques:
Analysis of Sentiment
Feedback from customers is a great way to study the mood of customers and offer insights into how your customers perceive your business. Text analytics using AI is able to gauge and categorize feedback as positive, neutral, or negative. NLP can be used to group words in a comment together and gain the pertinent information.
Text analysis
The analysis of text of customer feedback is a form of qualitative analysis that permits you to evaluate the moods and opinions of your clients in a more thorough way. AI-powered text analytics tools analyse customer feedback through online forms for feedback. They determine if the sentiment is positive or negative, based on the keywords.
Analytics to improve customer service
The journeys customer service analytics is an effective mode of evaluating every aspect of CS and determining how to improve its quality and decrease costs. Chatbot analytics is one instance of CS analysis that uses Artificial Intelligence. It is an excellent source of customer interactions and is able to help to measure key metrics such as customer retention rate and satisfaction. Advanced analysis of customer calls and reviews analysis are two other forms of CS analysis that aid in improving customer satisfaction and operational efficiency.
Machine learning allows for the categorization of customer feedback
Machine learning algorithms are among of the most popular methods of using machine learning to gather feedback from customers. They are able to classify feedback from customers by common feedback factors like:
Price and quality of the product
Customer service quality
The delivery of the products
Online availability
Customer reviews
Machine learning algorithms used in customer reviews can be utilized to analyze reviews about products and categorizing them as positive neutral, negative, or negative. Review analysis of product reviews made using machine learning could be used to determine:
Find out what your customers don't like or love about your product.
Review your product's reviews against your competitors' reviews.
Gain 24/7 real-time insights about your latest products.
Learn the general feedback and sentiments regarding your new product in a short amount of time.
Conclusion
In any business that is competitive paying attention to customers and finding solutions to their pain points is the only way businesses can to maintain their customers' loyalty. Artificial intelligence has enabled businesses to collect and analyze customer feedback in order to gain more useful and relevant insights.