如何利用人工智慧挖掘會話式客戶體驗的潛力

可以利用人工智慧工具來設計對話式客戶體驗計劃，這有助於提高客戶忠誠度和增加企業利潤

支援人工智慧的虛擬助理已成為塑造現代顧客體驗(CX)的改變力量。這些技術工具重新定義了客戶期望和互動的格局，並為所謂的會話式客戶體驗奠定了基礎。對話式客戶體驗的範圍廣泛，包括量身定制的互動、簡化的操作以及培養持久的客戶忠誠度。

對話式客戶體驗的核心是重塑客戶參與。它利用新興的通訊技術，優先考慮每個接觸點的細心互動，旨在促進符合個人需求和偏好的有意義的對話。

支援會話式客戶體驗的核心技術之一是會話式人工智慧。會話式人工智慧將自然語言處理（NLP）、人工智慧、機器學習（ML）、深度學習和情境感知結合。企業透過智慧虛擬代理（IVAs）引入對話式人工智慧來進行客戶互動。這種形式的人工智慧是IVAs的重要組成部分，它能夠幫助組織消除常規交互，如果不能有效解決這些交互，就會導致客戶不滿意

IVA在提供對話式客戶體驗方面的作用

組織使用IVA來促進與客戶進行真誠、流暢、即時的對話。他們使用對話式人工智慧與客戶互動，並創造比標準電話樹更具對話性和人性化的體驗。 IVA使客戶服務團隊能夠無縫處理跨渠道的大量客戶交互，同時保持服務品質和個性化。 IVA還可以處理日常交互，例如常見問題、訂單追蹤、安排預約和提醒以及記錄客戶回饋。現代客戶服務工具可以同時跨通路監督所有這些活動，確保為企業客戶量身打造24/7一致的服務。

IVA提供了保留人性化服務的自助服務選項，以滿足客戶的需求。客戶可以透過存取常見問題的即時解決方案來獨立解決問題，從而減少等待時間。這不僅提高了組織的營運效率，也讓人工代理商能夠專注於更複雜、更有成就感的項目，同時滿足客戶的期望

收集可行的見解以提供個人化服務

除了促進更多的對話互動之外，智慧虛擬助理也是企業有價值的資訊來源。每一次客戶對話都提供了對偏好、挑戰和行為傾向的見解。組織可以利用客戶資料來指導其實現對話式客戶體驗的旅程。例如，客戶資料可以幫助組織了解每次互動的背景，無論是支援查詢、購買或回饋。這種背景使員工能夠更有效地解決客戶的疑慮並提供相關協助。

透過提供個人化服務的方式，客戶服務不再只是被動的幫助。相反，對話式客戶體驗創造了一個能夠預測並主動滿足需求的環境。過去的合作經驗為決策者提供了洞察力，使他們能夠制定個人化策略，而自動化工具如IVA則可以支援這些策略的實施

人類與人工智慧協作的價值

#創建一個策略來協調人工智慧與人類代理對於提供真正對話式的客戶體驗至關重要。人類和人工智慧的協作將自動化的效率與人類互動的微妙同理心無縫地融合在一起。

為了在自動化互動和人工幹預之間取得適當的平衡，企業必須先確定可以有效自動化的互動類型和需要人為介入的互動類型。人工智慧可以處理常見問題和訂單追蹤等日常任務，而複雜的查詢或移情情況可能需要手動升級。

設計人工智慧和人類互動之間的平滑過渡也很重要。例如，確保客戶在與人工智慧互動時了解情況，並在需要時提供清晰的途徑升級給人工代理。此外，組織應該為客戶提供在自動化幫助和人工支援之間進行選擇的選項。人類擅長處理需要批判性思考、同理心、情緒智商和創造力的複雜場景。公司可以確定哪些場景可以使用人工智慧的支持，然後存取這些人工智慧驅動的見解，以幫助簡化和個人化服務。

透過精心協調人工智慧和人類代理商之間的合作夥伴關係，客戶可以獲得兩全其美的效果。

透過不斷完善人工智慧系統確保成功

長期客戶滿意度是一個不斷變化的目標，要求企業不斷適應客戶偏好和不斷變化的趨勢。企業必須進行持續的適應和完善循環，特別是在人工智慧系統方面。訓練和改進人工智慧模型的迭代過程是提高回應準確性和相關性的核心。訓練和改進人工智慧模型從初始模型開始，該模型根據現有數據和知識進行訓練，使其能夠為客戶的詢問提供明智的答案。

Just as customer data is critical for personalization, it is also critical for improving artificial intelligence systems. If AI expectations change, customer feedback in the form of surveys and reviews will serve as a catalyst for refining the application and making improvements. Developers can refer to this feedback loop to inform ongoing adjustments. Teams must remember to regularly fine-tune AI models to incorporate new data, learn from unanswered or ambiguous queries, and understand changing language nuances. Working with an AI provider that prioritizes continuous monitoring and improvement can take the burden off internal IT teams.

We need to actively solicit and integrate customer feedback, monitor emerging trends, and fine-tune our artificial intelligence systems to provide a better conversational customer experience. We need to stay aligned, relevant, and responsive to our customers’ changing expectations

Key Performance Indicators for Measuring Conversational CX ROI

Evaluating the Return on Investment (ROI) of Conversational Customer Experience Programs Consideration needs to be given to how these efforts can be translated into real business results. Some key performance indicators can provide valuable insights into the effectiveness of these measures:

Customer Satisfaction Score (CSAT):Monitor CSAT surveys after customer interactions to measure how the experience relates to the customer Expected fit. An improvement in CSAT scores indicates an improved customer experience, indicating the success of a conversational CX program.

Response Time: Improved response times through conversational CX demonstrate increased efficiency in meeting customer needs. Faster responses foster a positive impression and help increase customer satisfaction.

First Contact Resolution (FCR) Rate: Conversational CX is designed to improve the resolution of customer issues during the first interaction. A higher FCR rate indicates that customers' needs are being met effectively, positively impacting their satisfaction and loyalty.

Reduce Customer Support Costs: An effective conversational customer experience reduces the volume of inquiries sent to human agents, thereby reducing the operational costs associated with customer support staffing.

Operational Efficiency: Metrics such as the number of interactions handled by AI systems versus human agents and the resulting impact on resource allocation demonstrate the efficiency of conversational customer experience initiatives.

Net Promoter Score (NPS): Monitoring changes in NPS, a measure of how likely a customer is to recommend a business, can highlight the impact of conversational customer experience on customer advocacy.

Measuring the ROI of conversational customer experience investments involves a multifaceted approach that considers customer satisfaction, engagement, operational efficiency, financial benefits and long-term customer relationships. Businesses can use the above metrics to quantitatively and qualitatively assess the success of their conversational CX initiatives.

Conversational Customer Experience: The New Era of Customer Engagement

Conversational customer experience emphasizes personalized interactions, streamlined operations, and lasting customer loyalty. AI tools can be leveraged to design conversational customer experience programs, which can help improve customer loyalty and increase business profits. Businesses that adopt the convergence of human customer service, artificial intelligence, intelligent value-added services and conversational customer experience are ushering in a new era of customer interaction. era, thus improving the interaction between enterprises and customers.

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