Harnessing the power of generative AI for personalized experiences and actionable insights –use cases included
Businesses have been frustrating customers for the longest time. Whether it’s the endless call wait times (with music that’s seemingly being piped through from The Arctic) or inconsistent information from different representatives (when you reach them!), it’s not difficult to think about how hard it can all be. Traditional customer journeys can be a world of inconsistency, repetitive explaining, lack of personalization, limited support availability and language barriers. The frustrations of the pre-AI era have led to customer churn, negative word-of-mouth, decreased loyalty, increased support costs, and ultimately a competitive disadvantage. Fortunately, advances in AI are offering some hope.
In today’s competitive landscape, customer experience has become a key differentiator. Businesses that consistently provide superior customer experiences have a competitive advantage over those that do not. Frustrating experiences can put a business at a disadvantage, making it harder to attract new customers and retain existing ones.
So, where is generative AI having the greatest impact on customers’ experiences?
Generative AI, such as Chat GPT, has found exciting applications in customer experience management and customer journey management. By leveraging natural language processing and machine learning techniques, AI models can understand and generate human-like text, enabling businesses to enhance their customer interactions. Some of these applications include:
- Chatbots & Virtual Assistants: Generative AI models are used to power chatbots and virtual assistants, providing customers with automated, conversational interfaces to address their queries and support their needs.
- Personalized Recommendations: generative AI can analyze customer preferences, behavior, and historical data to generate personalized recommendations.
- Sentiment Analysis & Customer Feedback: Generative AI models can be employed to analyze customer sentiment and feedback across various channels, such as social media, emails, and support tickets.
- Content Generation: Generative AI models can assist in creating compelling content for customer engagement.
Deployed smartly, the key benefits of AI for customers are incredible efficiency, always-on support, hyper-personalized experiences, enhanced self-service, human-like interactions and fantastic experiences. Now, compare that to the last time you were no. 35 in the queue!
At inQuba we’ve harnessed the power of AI to make customers’ journeys and experiences more personal, relevant and fun. Here are a few applications:
Always-On Customer Care [Use Case]
Always-On Customer Care [Use Case]
Customer-centric businesses are now able to have contextual, human-like interactions with customers, at scale! Our client, a health and wellness insurer with a global footprint, required a self-service solution that would help customers to access the specific information they needed, when they needed it. Chat GPT, through its integration with inQuba Customer Journey Management, offered the perfect processing and response ‘brain’ to ensure that customers could be personally and individually assisted. The solution included the following:
- Content on products and services was ingested by the Chat GPT module for processing and automatic theme-based clustering.
- The Chat GPT module was then integrated into the insurer’s mobile servicing channel. This is a WhatsApp mobile chat bot.
- Now, in response to customer questions (prompts), ChatGPT constructs and delivers unique responses to customers in a WhatsApp chat. Responses are informed by the body of content which has been processed as well as the unique context of each customer. These dialogues present as if with a service agent.
Today, customers can ask about the program benefits for their particular age group or request more information on an application process. Responses are unique and there’s a configurable allowance for creativity while remaining factual. Context is considered when constructing every response, in real time. Customers can ask for clarification or add specifics to their questions to get better answers. While this is happening, the journey orchestration platform is learning about the customer, and the AI model is developing in the background.
As a servicing channel, WhatsApp offers the benefits of incredibly high adoption and familiarity, boosting customer engagement through its rich functionality, building consumer trust due to brand verification, and driving conversion through engagement.
Processing High Volumes of Verbatim Text [Use Case]
Processing High Volumes of Verbatim Text [Use Case]
With its advanced natural language processing capabilities and deep learning architecture, Chat GPT excels in analyzing and making sense of extensive text-based data. Real-time processing makes it a valuable tool for handling high volumes of text-based content efficiently.
Our client, a national health and fitness business, saw an opportunity to process large volumes of text feedback from their VoC program in order to extract insights. Typical customer experience (VoC) programs collect open-ended feedback from customers. Broadly implemented, such programs can lead to a tremendous volume of content, but the insight is often obscured. By processing this text feedback in real time, the Chat GPT module is able to summarize the content into important themes which can then be filtered and read by region, segment, etc. Results can be weighted by users to ensure appropriate analysis according to the relative importance of variables.
This process introduced incredible efficiencies for the business. Processing was done in real time and insights delivered great value. But we didn’t stop there.
We then used the Chat GPT module to deliver business recommendations based upon everything it had ‘read’! This is where the power of AI can be truly harnessed. Insights formed the basis of important customer strategies that would improve experiences and grow loyalty over time.
Through natural language processing and machine learning, AI can automate sentiment analysis, topic extraction, and sentiment trends, enabling businesses to identify patterns, uncover actionable insights, and make data-driven decisions to enhance the customer experience.
In summary
Generative AI, such as Chat GPT, is revolutionizing customer experiences by introducing efficiencies and insights into CX and journey management programs. With its ability to process and analyze large volumes of customer feedback in text format, AI empowers businesses to provide personalized experiences, automate sentiment analysis, and unlock valuable insights. By leveraging AI, businesses can enhance customer satisfaction, build loyalty, and gain a competitive edge in the customer-centric landscape.
Speak to us about how you can unlock the power of generative AI within your business.
About inQuba Journey Management
Customer Journey Management is the laser technology of CX. Lasers offer targeting precision for specific use cases, and users have granular control. Similarly, managing customer journeys allows you to focus on the specific – cohorts, behaviors and use cases. Every systematic action is for someone, not everyone.
While CX results are flattening, inQuba Journey Management, which includes Journey Analytics and Journey Orchestration, is helping businesses to visualize actual journeys, understand their emotion, dynamically clear their paths, nudge them in the right direction and double customer conversion.
We’d love to understand your business challenges better, and discuss how Journey Management can transform your customers’ experiences and business growth.
