When you have a good experience with a company, you’re much more likely to buy their products and recommend the company to your friends. According to a recent report from Acquia, more than three-quarters (76%) of consumers switch to a different company after just one bad experience. It is clearly becoming increasingly critical to focus on customer experience (CX). It’s good for both your customers and your business.
How Can AI Help?
Understanding your customers is the first step in delivering excellent CX. Leveraging AI can help accelerate this understanding. An AI-powered search engine can enable your organization to delve into user intent. It combines past customer data and current customer context to better understand the needs of each individual. And the good news is that an AI-powered search engine gets more intelligent over time, learning from every click and query, at every touchpoint. So you can deliver experiences that get better and better.
AI-powered search acts as a recommendation engine, serving up the information each customer is looking for. It eliminates the need for customers to scroll through multiple pages to see the few products they are interested in.
The combination of AI and machine learning for gathering and analyzing social, historical, and behavioral data enables you to gain a much more accurate understanding of your customers. It allows you to provide highly relevant content, increase sales opportunities, and improve the customer journey.
Predicting What People Need
With AI, you can predict what people need before they even know they need it. Use a recommendation engine to help people discover content, products, and services they want or are likely to need next. You can make context-aware recommendations at every step of the journey, showing people what’s most relevant to them based on where they are in the journey – from pre-purchase to post-purchase, from seeking answers to exploring content.
It’s important to define which recommendation streams to serve up across various content types, and let the recommender carve the most relevant path for each user.
It’s also important to remember that needs change over time. This means that recommendations will need to change too. It’s important to connect current context, user history, and more across all your data platforms to serve the right content at the right moment.
Want to verify which strategy works best? You can use A/B testing to do this, testing different configurations and then optimizing and refining.
Discover the benefits of AI-powered site search by Coveo.