7 Ways Artificial Intelligence is Improving Consumer Experiences


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Artificial intelligence (AI) is used for more than just collecting data and predicting outcomes. It can be used to create better consumer experiences in a multitude of ways. The more consumer-centric your services are, the higher the conversion rate your brand is going to notice. Increased engagement, more social presence and an urgency for addressing consumer queries using AI create happy consumers.

Data-Driven Conversions

Use the data provided by social media interactions, website conversion rates and interaction performance to gain more sales conversions. Consumers react to advertising, content and brand interaction differently. Using the information collected, a brand can easily make changes based upon suggestions via interactions, satisfaction surveys, and purchases to improve platform experiences for each consumer. Utilizing the data right in front of you that consumers provide simply by using your website and visiting social media pages to tweak platform performance improves their overall experience with your brand.

Predict Consumer Emotional Status

Voice recognition AI programs help brands predict and properly react to different consumer emotional states. When a program detects that a consumer is angry, it can prompt a representative to go into “consumer saving mode”, meaning – the representative will be prompted to offer a promotion, discount or additional service to stop that consumer from doing business elsewhere. This is ideal for businesses with new employees that are not used to handling irate customers as it will show them the proper steps to take to calm the situation, maintain a calm tone (both spoken and typed) and remedy the situation without further escalation. The ability to resolve consumer issues quickly and with an acceptable option prevents negative consumer experiences.

Predict Consumer Decisions

Based upon patterns detected by AI programs, predictive decisions can be calculated. A program will be able to tell a company what each consumer has viewed, how long it was viewed and how many times the item was revisited. The program can then look at the other products viewed, even if they are with a different brand, to see what products were compared to your brand’s product. Based upon the common features, the program should be able to make suggestions for comparable products, within your brand, to better suit the needs of the consumer.

Collection of Keyword Usage Percentages

Test the use and searchability of multiple groups of long-tail keywords. Consumers often search by different terms, based upon their own thinking patterns. Developing alternate sets of long-tail and uncommon keywords and connecting it to related content on your brand’s platform helps consumers find the information they need faster. Their overall experience is more positive because the search function worked the way the consumer wanted it to.

Customer-Centric Suggestive Upselling

Using AI programs to upsell consumers may seem like something that would annoy the consumer. It actually helps make better consumer experiences to offer related products or services to enhance the functionality of the item being purchased. Suggesting items and explaining how or why the additional item works with the selected product converts to additional purchases and increased revenues. Consumers will appreciate only having to place a single order and will be happier overall.

Customer-Centric Advertisements

Artificial intelligence programs can be created to deliver customer-centric advertisements. For example, if you are running a marketing campaign for a new product, tell the program to address each customer by his or her first name in the opening of the text, such as “Hello John Doe, We have constructed this message just for you to show you how [product/service] can assist you in [task suggestion].”

Methods like this leave customers feeling appreciated and lets them know that the company pays attention to the types of products/services the customer is interested in. It also increases the performances of digital campaigns by up to 50-percent. Higher conversion rates and happier consumers are the direct result.

Real-Time Interactions

Society is impatient – everyone wants everything right now, not later. Waiting for data analysis to be sorted is not something society is going to do. If consumers have a question, they want an answer now, not in three to five business days. Artificial intelligence can be used to return real-time data for a brand to react appropriately whether it is with a new marketing advertisement, an apology for a blunder or to promote an exciting new statistic. When consumers are given information quickly, it improves their overall consumer experience, which improves brand reputations and drives sales.

Final Thoughts

The use of AI for consumer experience betterment helps your company stay on top of its own performance. Programs can be designed to alert a company of negativity, drops in sales of specific products and unsatisfied consumers. This information allows the company to make immediate changes to rectify negativity and improve overall consumer experiences.

AJ Agrawal
I am a regular writer for Forbes, Inc., Huffington Post, Entrepreneur Media (among others), as well as CEO and Chairman of Alumnify Inc. Proud alum from 500 Startups and The University of San Diego. Follow me on Twitter @ajalumnify


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