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Role of Artificial Intelligence In Customer Need Identification

Role of Artificial Intelligence In Customer Need Identification

() is no more a topic of science fiction novellas. Today, it is a reality with a promising future. Powered by analytics, it is setting new benchmarks in healthcare, smart homes and customer engagement, amongst others. A Pegasystems survey states that 100% of the top performing organizations are dabbling in .

SwissCognitiveMore than ever, companies are realising the value of deploying -enabled systems for customer engagement. Coupled with and utilised effectively, tools like chatbots are proving to be instrumental in creating need-based contact with the customers. A chatbot is a software program which simulates a conversation between itself and human users.

In Everyday Life

With chatbots a company’s dependency on a human-to-human interaction reduces. Ebay’s chatbot acts as a shopping assistant enquiring customers about what they want to buy and helping them with options. Bots are relieving customer care executives from the task of handling calls so that they can be smart problem solvers instead.

No more would an executive have to greet a customer every time they call and ask their name and problem.

A chatbot will sit right on a messenger in a customer’s phone and intuitively know most things about them. For example, it will know that the customer just landed in a new country and may suggest places of interest or how to get a cab. The charm of chatbots for companies also lies in their all-pervasive nature.

As chatbots live on messaging apps like Skype, Facebook messenger or WhatsApp, they are ever accessible to the customer. They constantly learn about customer preferences and their purchase patterns. Pretty much like a personal assistant, they know the customer’s lifestyle and are able to advise them when asked.

Customers are delighted to have a chatbot book hotels and flights for them, give them fashion tips, restaurants suggestions and order food online.

makes it possible to anticipate customer needs. It helps sales teams to identify customer purchasing patterns pre-emptively. It assists customer care executives to provide relevant solutions. It also allows marketers to analyse data to identify high potential future customers basis past behaviour. […]

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