Changes in consumption patterns as well as in ideology mean that customers of the contemporary world are much more demanding. Thus, it means that contact centers must endeavor to offer excellent services. They also should be able to anticipate the clients’ requirements. This is where proactive customer engagement comes into the picture and can make a difference in a company’s success . That leads to the question: What is proactive customer engagement? And how can AI help? Call Center Studio leverages AI solutions and cloud solutions for call centers. Implementing AI in your Cloud Contact Center is arguably one of the best things you may ever do. It offers you the most effective ways of anticipating and achieving customer interaction.
How to Use AI for Customer Engagement?
AI enhances the interactions between business and its customers by providing required information and updates at the right time. The needs of the customer can be predicted with the help of AI and the support process can be handled efficiently by the businesses. These optimizations translate into increased client satisfaction. Here’s how AI is being used to drive proactive customer engagement:
- Predictive Analytics: This is one of the strengths of AI and specifically concerns the analysis of customer information and patterns of customer behavior. It may also enable contact centers to be in a position to address certain issues and provide solutions even before the customer realizes their existence. For instance, analytics may indicate that a customer may encounter a billing problem based on his/her consumption pattern. The call center can call the customer with further information or solution to the issue.
- Chatbots and Virtual Assistants: Some of the most common questions can be answered by the AI chatbots therefore relieving the human employees of some of the tasks. They are also able to trigger dialogues based on customers’ activity and provide help where required. For instance, if, for some reason, a customer gets confused in the website, rather than wandering around the website, the chatbot comes up to help the customer.
- Sentiment Analysis: AI can also help in gaining insights on how customers feel about the company through the interaction they have with the company. If sentiment is deemed to be negative, personnel can be notified for further action on the specific interaction. This makes it easier to act in order to correct the situation whenever there is an issue with the process. For instance, when customers have complained or left negative comments about a company’s products, then AI can inform concerned individuals on the issue.
- Personalized Recommendations: Based on past dialogues and ratings the AI can recommend products or services. As a result, the usage of AI leads to enhancing the quality of the services delivered to the customers. Usually, when a client is making a purchase or completing a sale, they are advised on some other related items.
