How is Generative AI redefining customer experience?
Generative AI tools such as ChatGPT are becoming the new standard in search. Searches for information, products, services, itineraries,... to the detriment of "legacy" search engines, and the likely launch of OpenAI search will only accelerate and strengthen this trend.
Players such as OpenAI have perfectly understood user expectations and how best to address them. Consumers are expecting:
Personalisation
Immediacy
Ease
And brands must adapt and adopt an approach focused on:
Consistency
Relevancy
Creativity
Integrating Generative AI makes it possible to respond to this new paradigm, by rethinking and improving customer experience!
Understand and predict customer behaviour
Generative AI is capable of analysing large quantities of various data, dynamically defining user profiles, analysing target audiences, enriching buying personas and taking into account previous purchase and online interactions with a brand. And therefore able to predict their needs, expectations, intentions and behavioural tendencies: a necessity for a personalised and proactive customer experience.
Target users with precision
Drawing on the analysis of your users and target audiences, generative AI allows you to granularly manage your media and marketing strategies and reach the right audience with the right message. All in a cookie-less ecosystem. It's a key asset in terms of its ability to carry out precision marketing, reduce advertising pressure and optimise the profitability of media budgets.
Personalise the customer journey
By analysing your customer data in real time and crossing it with third party data, generative AI makes it possible to adapt the interactions offered to your customers according to their behaviour and needs. From improved product recommendations to adapting a website's interface to the user, such as the the communication channels available onsite (video, chat,...), the entire customer journey is now customisable at scale.
Enrich the customer journey
Generative AI makes it possible to support customers in their purchasing journey or in their after-sales needs by providing them with quick, relevant and personalised responses, all possible 24/7 and in multiple languages, thanks to the possibility of AI agents powered by a unified knowledge base. Your customers can thus be supported in their digital journey, which greatly improves satisfaction and attachment to a brand.
Assist employees
Generative AI can greatly facilitate the work of your customer advisor, service and care teams, on the one hand by unclogging incoming requests thanks to an automatic solution and on the other hand by providing them with tools for optimising the processing of requests: advanced knowledge base, dynamic and personalised scripts, logging of interactions and adapting conversations accordingly.
Improve overall performance
Better understanding of target audiences, relevant targeting of these audiences, personalising the user journey, driving customer empowerment, automating low-value tasks, enhancing customer-facing employees... all of these assets for your business growth that can be embraced right now!
Want to find out more of what we can do for you? Contact us!