8 Ways Generative AI (Gen AI) Can Enhance Customer Experience (CX)?

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Recently, Coca-Cola collaborated with Dall-E and Open AI to build a platform named “Create Real Magic” to enhance their marketing through cutting-edge AI. We think this is a perfect example of advertising to sweep the consumers off their feet – Staying abreast with the Generative AI trend and enhancing customer experience through creative stuff.

The wave of Generative AI is so strong that even a McKinsey study states that you could derive 75% of the value for your use cases in customer experiences.

In this blog, we’ll state 8 strong use cases of Generative AI to enhance customer experience for enterprises.

8 Gen AI Use Cases for Customer Experience Operations

Salesforce’s Einstien GPT model, integrated with all of its enterprise applications, allows its users to ask natural-language prompts directly within Salesforce CRM. The result is AI-generated content continuously adapted to changing customer information and needs. That’s Insights on the go for you – over 200 billion predictions every day.

Well, it’s just one way of reaping the knowledge and putting it to understand and deliver to customers better.

Customer Data Analytics With LLMs

Understanding the customer’s needs and pain points helps enterprises build relevant customized experiences. Generative AI automates customer surveys to enhance the data collection and analysis capabilities of traditional surveys.

It analyzes patterns in customer interactions to generate insights into what customers feel about the products/services offered. Generative AI powered by LLMs also offers an in-depth understanding of customers’ needs by generating new questions based on customer behavior and responses.

It enables businesses to learn more about their customers by providing insights into why certain customers engage more than others. Our recently published article on using ChatGPT for sentiment analysis focuses on the ability of LLMs like ChatGPT to understand natural language, making it an ideal tool for analyzing customer sentiments.

AI-Driven Personalization

Utilizing generative AI, customer profiles are refined through analysis of past interactions, purchases, and preferences, significantly improving the precision of product and content recommendations. This technology processes data on customer views, clicks, and purchases to offer tailored suggestions and create a personalized shopping experience.

Behind the scenes, generative AI enriches customer data sets, enhancing the information used to train machine learning models. For instance, LLMs can analyze these data sets in multiple languages, facilitating informed strategic decisions and delivering exceptional customer experiences.

Conversational Bots

Generative AI-driven conversational bots have the potential to enhance customer self-service, expedite issue resolution, and elevate customer satisfaction.

By dynamically adjusting tonality and context in real-time, these bots ensure a case-specific and responsive interaction. This technology assists in swiftly pinpointing the motives behind customer inquiries, enabling the identification of pertinent intents for deploying bots within a shorter timeframe.

We worked on a conversational AI bot project for a public policy think tank. Driven by semantic similarity, context comprehension, and text embedding methods, this intelligent bot explores its knowledge portal, deciphering policies, schemes, and acts associated with public policy. Professionals in civil and administrative services leverage its capabilities to devise impactful strategies.

Read More: Check out our top 10 projects on Gen AI in 2023

Targeted Customer Segmentation

To customize customer experience, it is necessary to segment them accurately. Generative AI facilitates targeted customer segmentation by collecting and analyzing data from multiple sources. It reveals well-defined patterns in the behavior of different customer segments and in emerging trends in different segments. These insights help marketers build segment-specific strategies.

Better Custom Product Offerings

Generative AI creates intelligent solutions that address the needs/pain points of an individual or groups. It offers valuable insights to marketers based on customer data and contextual data to offer customized products. Customized product offerings enhance customer engagement and user satisfaction, leading to brand loyalty.

Boosts Customer Retention

Generative AI helps businesses build long-term relationships with their customers by offering recommendations tailored to the specific needs of a customer. It provides valuable insights based on existing user patterns and predicts trends in customer behavior to enable businesses to cater to the variations in customers’ demands.

Personalized Marketing Campaigns

Generative AI automates different marketing activities to enhance their speed and accuracy. It provides businesses with relevant data to make informed decisions on content creation areas to build targeted strategies that increase sales. The LLM algorithms in Generative AI can mimic human processes like content creation and optimization, image generation, and more.

Improved Customer Support

The Generative AI software leverages LLMs, NLP, and ML to create customized responses to customer queries in real-time. It can comprehend the needs of a customer based on existing ticket data and any customer response or feedback. Also, it can direct complex inquiries to the appropriate departments for resolution. This greatly enhances the customer experience.

Examples Of Companies Using Gen AI For Enhancing CX

• PolyAI, a spinoff company from the University of Cambridge in England, has developed a large language model (LLM) trained on millions of conversation samples, enabling its deployment as a voice assistant for customer service teams.

• Expedia, the travel website, has seamlessly integrated ChatGPT into its app, providing users an innovative way to create and store travel plans. Instead of navigating Expedia’s website to search for flights or hotels, users can interact with the AI to seek recommendations on destinations, accommodations, and transportation, mimicking a conversation with a human travel agent. The app also facilitates the saving of locations, allowing users to effortlessly check availability and make bookings. Leveraging Expedia’s flight data, the app compares current prices with historical trends, tracking fluctuations to empower travelers in deciding the optimal booking time and earning rewards. Additionally, Expedia’s virtual assistant remains available 24/7 to assist users in addressing any issues.

• Coca-Cola produced an advertisement set in a museum, ingeniously bringing renowned artworks to life through Open AI’s DALL-E2 generative image tool. This included the animation of Andy Warhol’s 1962 depiction of a Coca-Cola bottle.

Conclusion

Gramener is at the forefront of enhancing customer experiences through the strategic implementation of Generative AI. By leveraging LLMs, Gramener empowers companies to analyze vast datasets and extract valuable insights, enabling a deeper understanding of customer preferences and behaviors. Through the deployment of Generative AI, Gramener facilitates personalized interactions, refines product recommendations, and enhances customer support processes.