Role of Digital Transformation in Digital Customer Service Experience
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Digital customer service experience implies the sum of all the online touchpoints (company’s website, app, chatbots, social networking sites, or any other virtual channel) through which the customer interacts with a business.
There are many digital transformation companies that offer consulting based on AI development, machine learning development (including chatbot development), IoT development, etc. Additionally, there are many AI development companies that are experts on Artificial Intelligence (AI) and Machine Learning (ML) consulting with the know-how of AI solutions, machine learning solutions, IoT solutions, Chatbot Solutions, and the latest AI and ML trends.
Table of Contents
As the name suggests, the Digital customer service experience includes all the digital touchpoints. The digital transformation industry is growing rapidly. For a successful business, customers should be at the core. All the business decision-making should be aligned in the same way. It is very important to integrate digital technology into all areas of a business operating in such a way that maximum value is delivered to the customers. It is also a cultural change that requires organizations to implement change management practices for best results.
Artificial Intelligence is also known as AI consists of algorithms that match or surpass human-level intelligence for making intelligent machines.
Artificial intelligence systems can execute tasks naturally associated with human intelligence. AI solutions are provided by AI development companies that are specific to the business use cases. These are tailored to the Vision, Mission, and strategic goals of a business. Such solutions need to be integrated across digital platforms for a seamless experience to the customers. systems are capable of executing tasks naturally associated with human intelligence.
Benefits of AI
Artificial Intelligence (AI) enhances information throughput and efficiency, helping people create new opportunities. To reap AI benefits, one major opportunity is the transformation of service and support — for internal customers (employees) as well as external customers (consumers). There are numerous benefits of artificial intelligence.
Below are some of the key benefits:
- Human Error Reduction
As artificial intelligence techniques are based on automated calculations and automated analysis, decision making is automated. Hence, there is a huge reduction in human error.
- 24*7 availability
It goes without saying that the advancement of technology has reached a stage where it is available all the time which is 24*7 (24 hours and 7 days a week). This is a boon.
- Emotion free decision-making
As the name suggests, Artificial Intelligence (AI) is devoid of emotions that contribute to human intelligence. It uses complex algorithms and methods to build machines capable of making their own decisions without human interference. Hence, it is emotion-free decision-making that finds its benefit in many use cases.
Machine Learning Development
Machine learning technology is a category of artificial intelligence. Artificial Intelligence Industry is fast-growing, and we see machine learning applications around us everywhere – right from google search to self-driving cars.
Machine Learning Development Solutions
Machine learning companies offer solutions based on business requirements. They experiment with various models and perform testing to develop a model that is well-trained and most suitable. Finally, Machine learning applications include models developed specifically to use cases.
Benefits of Machine Learning (ML)
Machine learning trends of recent times suggest application in automated data analysis and decision making as per business requirements. There are numerous benefits of machine learning.
Below are some of the key benefits:
- Continuous Improvement
Machine Learning algorithms have the functionality to store the data provided in their memory. It makes decisions based on present data in addition to the references made to the past data. As the new data is provided, efficiency and accuracy for decision-making improve substantially.
- Real-Time Assistance
All the algorithms operate on a real-time basis hence ensuring real-time assistance as and when required.
- Faster Information Processing
As information processing is based on all the information that is available online, faster processing is possible than ever before.
Read More : “How can Machine Learning benefit your business?“
- Wide applications
One of the key utilities of Machine Learning is its ability to automate decision-making tasks. Thus, helping decision-makers in faster and accurate decision making. Machine Learning is used in every industry these days whether B2B (Business to Business) or B2C (Business to Customer).
A bot is software that can converse with humans in an intelligent manner. This is implemented through Machine Learning (ML) which is a category of Artificial Intelligence (AI). Businesses are constantly evolving these days with the advancement of technology. Companies are implementing chatbots that help in responding to customer queries and even remote troubleshooting for enhanced customer experience.
Chatbot development is dated back to as early as the 1950s. Then, the chatbot responded to specific keywords only. If customers did not mention specific keywords, the bot was not able to respond to the query. Now, Artificial Intelligence (AI) chatbots evolve through continuous learning. If the same question is asked in a variety of ways, the chatbot will understand this and respond to such queries with a consistent answer.
Chatbot development companies have the know-how of the implementation techniques and provide chatbot solutions. Apple’s Siri, Amazon’s Alexa, Microsoft’s Cortana, and Google Assistant are all examples of chatbots.
Chatbot solutions are provided by AI development companies or Machine Learning (ML) companies that are specific to the business use cases. The flexibility and Functionality of Chatbots vary widely. Some are very basic rule-based chatbots that work on predefined rules while others are more adaptable and based on continuous learning. Depending on the type of Chatbot and business requirement solutions are developed.
Types of Chatbot
There are many types of Chatbots, however, two main types of Chatbots are as below:
- Rule-Based Chatbots
These are also known as decision-tree bots. These chatbots work based on defined rules and hence the name. They cannot answer any questions outside of the defined rules. Also, these chatbots do not learn through interactions.
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- Artificial Intelligence (AI) Chatbots
AI chatbots use Machine Learning. They are based on the idea that systems can learn from data, identify patterns, and make decisions without human intervention. These chatbots generate their own answers to more complicated questions using natural-language responses.
Benefits of Chatbot
Chatbots not only provide a strategic competitive advantage to a business but also are becoming a hygiene factor with each passing day. There are numerous benefits of chatbots. Some of the key benefits are as below:
- Enhanced Customer Experience
Chatbots ensure an enhanced experience to the customer provided the decision tree is defined appropriately for rule-based chatbots and natural-language processing is defined well for AI chatbots.
- Instant response
This is a critical requirement these days. Customers have multiple channels to share their concerns/feedback. Instant response to a query especially on the company’s website or social media platforms ensures enhanced customer experience.
- Consistent Answers
It is very important for businesses and brands to communicate with customers in a consistent language. Chatbots help to serve this purpose.
To summarize, digital transformation should be at the core of a business strategy to ensure the best digital customer service experience. Customer expectations, like always, is a real-time response to their queries. With ML development & Chatbot applications, this is possible now.
Read More : “Benefits of AI Chatbots in Enterprises“
Also, it is very important to choose the best Machine learning development company and Chatbot development company that has expertise in digital transformation consulting. Digital presence is already a part of most of businesses and adapting to new technologies using AI, ML, bots, etc. is an important factor for enhanced customer experience.
One of the reasons the chatbot has high future potential is its ability to scale. Microsoft CEO Satya Nadella recently said, “People-to-people conversations, people-to-digital assistants, people-to-bots … that’s the world you’re going to get to see in the years to come.”
Chatbot applications are based on machine learning that help in not only responding to customer queries but also remote troubleshooting. This is very crucial for enhanced customer service experience.
Also, AI chatbots generate their own answers to more complicated questions using natural-language responses and communicate with customers in a consistent language. This helps in developing a Brand language which provides similar experience to the customers irrespective of their geographical location.
The selection of the implementation partner is a very crucial task as the entire digital transformation journey is aligned based on partner’s expertise. Do a thorough research on partner’s knowledge base, real-life solutions implemented for other business, their market feedback.
Of course, cost-benefit analysis is to be looked at as well. AI development company that understands the latest trends and business strategy shall prove to be very effective in this transformation journey.
Chatbots ensure enhanced experience to the customer provided the decision tree is defined appropriately for rule-based chatbots and natural-language processing is defined well for AI chatbots.
Customers have multiple channels to share their concerns/feedback. Instant response to a query especially on company’s website or social media platforms ensures enhanced customer experience. Also, effectiveness is based on the machine learning model and chatbot development.
Digital transformation is also applicable to businesses that sell offline. It is about the customer service experience through all the online touchpoints (company’s website, app, chatbots, social networking sites or any other virtual channel) through which the customer interacts with a business. To provide seamless and enhanced experience to the customers, this is need of the hour.
Businesses that do not respond to customers through digital mediums will lose the strategic advantage over their competitors. With the advent of 4G & 5G and with penetration of smartphones, customer’s expectation is to get real-time assistance from the businesses.