Imagine if every time you interacted with a company, they knew exactly what you wanted and were able to get it for you before you had to ask.
Believe it or not, this is the future of customer experience.
The Age of Intent is an exciting new era for CX, one in which customers have all the power and will expect companies to know who they are, anticipate what they want, and deliver it in the moment.
Living up to these expectations has never been more important. A recent study by Epsilon found that 80% of consumers say they are more likely to do business with a company if it offers personalized experiences, but according to a Segment report, just 22% of shoppers are satisfied with the level of personalization they receive.
That same Segment report also highlights the significance of what happens when brands get personalization wrong: 37% of customers would be less likely to purchase from that brand again, 23% would unsubscribe from communications with the company, and 20% would share details of the poor experiences they had with friends and family.
Of course, they won’t be expected to do it alone – chatbots are here to help. AI chatbots are smart and getting smarter every day, and when companies empower them with a customer’s unique preferences and past interaction history, they become an unstoppable force for CX.
As with human agents, training technology to understand and identify customer intent takes time, but the sooner a company gets started, the sooner they’ll be able to deliver the types of experiences their customers want. With proper guidance, AI-powered chatbots are able to identify a customer when they contact a company, determine where they’re located, factor in variables like time of day, weather, and more, and, based on all that context, identify what they’re looking for. This offers a rare opportunity for companies to reduce costs and improve customer experience at the same time.
As Pulitzer-Prize winning journalist Thomas L. Friedman stated, “The ability of machines to discern and anticipate human intent is about to become fast, free, easy for the company you’re interacting with, mobile, invisible, and ubiquitous. It is going to make the world flatter, faster, and smarter than ever before. Machines will be able to deliver deep insights with no touch.”
What’s important is that companies recognize that now is the time to act. Delay, and you risk being left behind by both your customers and your competition.
Ready to get started? Find out exactly what’s ahead for customer experience, and what it will take to deliver. Get your copy of The Age of Intent: Using Artificial Intelligence to Deliver a Superior Customer Experience.