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Using AI to improve customer engagement and satisfaction

This article was based on the interview with Mary Nelson of Aircall by Greg Kihlström for The Agile Brand with Greg Kihlström podcast. Listen to the original episode here:

AI can improve customer connections by automating repetitive tasks and allowing employees to focus on higher value-added activities. In the current state of the economy, businesses are shifting from a growth-focused strategy to one that balances growth with efficiency. This shift can be achieved by identifying administrative or repetitive tasks that are easy candidates for automation. By automating these tasks, employees are freed up to concentrate on building deep and meaningful connections with customers.

For example, a sales team that is experiencing longer cycle times to deal closure can benefit from finding ways to shrink even a day or two off those sales cycles. This can make a significant difference in the bottom line of a small business. By automating certain tasks within the sales process, such as data entry or follow-up emails, sales teams can streamline their operations and close deals more efficiently.

Another challenge for customer-facing teams is meeting customer expectations for personalized experiences and efficient use of time. In a competitive landscape where small and medium businesses are competing with larger, better-funded companies, forming deep and meaningful connections with customers can be a competitive advantage. However, achieving this while maintaining efficiency can be a challenge.

A big part of building these relationships is through voice connection and leveraging AI capabilities. AI can enhance the voice connection experience by providing valuable insights from customer conversations. For instance, Aircall’s platform utilizes AI features to analyze calls and voicemails, extracting insights such as the reason for contact and customer satisfaction levels. Previously, tapping into these insights required manual transcription, which was time-consuming and impractical for customer-facing teams. With AI, these insights can be accessed more efficiently, allowing teams to better understand customer needs and tailor their interactions accordingly.

The positive attitude towards AI is growing among SMBs, with 64% of US SMBs indicating optimism about AI. However, there is a gap in understanding between employees and executives, with 59% of employees saying they have a good understanding of AI compared to 73% among executives. This gap can be closed through education, coaching, and trust-building with teams. By providing the necessary training and support, organizations can ensure that employees understand how AI can benefit their business and feel confident in its implementation.

AI technologies have become invaluable in contact centers for enhancing customer experience. Companies are leveraging AI to automate tasks, personalize interactions, and extract valuable insights from customer conversations. By integrating AI seamlessly into human workflows and providing ongoing training, organizations can create an optimal customer experience that combines the efficiency of AI with the empathy and expertise of human agents. AI has the potential to improve customer connections by streamlining processes, providing personalized experiences, and enabling businesses to better understand and meet customer needs.

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