Every business owner will tell you that exceptional customer service (CX) is a top priority. Although it is important to attract new customers but maintaining customer loyalty is a higher priority in any industry, whether it be online retail software, technology and software or travel and tourism.
While at the same time businesses are adopting technology tools to provide a seamless experience and service to their customers. The increasing use of artificial intelligence or chatbots that are powered by AI such as Dialogflow and Chatflow is transforming journeys customer service by offering 24/7 support to customers and increasing engagement.
Role of AI Technology in Customer Feedback
As quoted by Sir David Brailsford of the British Cycling Squad, "Clear feedback is the cornerstone of improvement." This concept is essential to any company that is customer-centric. Businesses can utilize feedback from customers to understand their customers' needs and present the best solution. Businesses can also make use of the analysis of customer feedback to:
Your business plan should be based on trends in sales and positive feedback.
Find the root cause of customer issues and evaluate the possibilities for business solutions.
Find out what customers need, and establish a strong business connection with them.
Being qualitative in nature most businesses were unable to analyze textual customer feedback, and then turn it into useful insight. Click here to learn more about AI right now.
Obtaining Customer Feedback using AI
How can you get client feedback using AI-powered tools in an enterprise? Here are a few examples of how you can do this using AI techniques:
Analysis of Sentiment
Customer feedback that is analyzed for sentiment is a well-established method of evaluating what customers think of your company and its brand. Text analytics that are based on AI are able to gauge and categorize feedback as positive, neutral, or negative. NLP techniques can be utilized to classify all words (in a comment) together to extract the right insight.
Text analysis
Text analysis of customer feedback is a kind of qualitative analysis where you can assess your customer's sentiments and feedback using a more detailed model. AI-powered text analytics tools gather and analyze every customer's comment from online feedback forms . They determine the sentiment (positive or negative) in light of the usage of certain words.
Analytics for customer service
The customer service automation analytics is an effective method of evaluating all CS-related activities and determine the best ways to improve their quality and cut costs. Chatbot analytics is a good illustration of CS analysis using Artificial Intelligence. It's a rich source for customer conversations and can help to measure key metrics such as customer retention rate and user satisfaction. Advanced call analysis and customer reviews analysis are other types of CS analysis that could help improve customer satisfaction and operational efficiency.
Machine learning allows for the categorizing of customer feedback
Machine learning algorithms are one of the most popular methods of using machine learning to gather feedback from customers. They can be utilized to classify feedback from customers in accordance with common feedback points such as:
Quality and price
Service quality of the customer
Delivery
Online availability
Customer reviews
Machine learning algorithms used in customer reviews can be used to analyze reviews about products and categorizing them as either positive neutral, negative, or negative. Machine learning is an option for product review analysis.
Find out what customers love and don't love about your product.
Conduct a detailed analysis of the product's reviews against those of your competitors.
Gain 24/7 real-time insights about your latest products.
Understand the overall feedback and sentiments regarding your new product in a quick time.
Conclusion
In any business that is competitive, listening to customers and solving their issues is the only way for companies to keep customers and increase loyalty. The rise of AI in customer support has made it possible for businesses to gather and analyze feedback from customers to gain more valuable and actionable information.
