The role of Intelligent Automation in improving customer experience


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When it comes to purchasing most goods and services, modern users have more options than they ever had in the past. Sometimes users have hundreds of options, so businesses need to stand out. This can be achieved by understanding their customers and taking care of their needs. Businesses across many different sectors use Intelligent Automation techniques to make their day-to-day operations more efficient. Technology can help them find new sources of revenue, raise productivity and modify their business models to maximize profits. This way, IA has changed how companies conduct business and how they approach customer service.

IA is a combination of AI and RPA. It is very useful for businesses whose day-to-day tasks involve lots of repetitive tasks. These tasks take a lot of energy for humans to complete, but can be solved much easier by the computer. IA can break down these repetitive tasks and automate them. One example of such a businesses is retail stores. Businesses in the retail sector can save a lot of money by detecting the areas of work that can be automated by IA. Or they can outsource this task to RPA companies, who can help them find rooms for improvement.

This technology is invaluable for retailers who want to manage their online presence and synchronize it with their physical retail shops. A well-organized logistics leads to faster deliveries, lower prices, and more accurate information about stock and shipping. All of these factors ultimately contribute to customer satisfaction, which is extremely important for building customer loyalty as a retailer.

In some cases, automating these tasks can improve customer experience as well. The output of IA technology can sometimes be more predictable and dependable than human output.

Why is IA necessary?

These days, there are terabytes of data collected from the users. Humans are not capable of analyzing one-hundredth of that data. Computers are better, but still, need to be trained to analyze the data and understand it. IA can be tuned to generate valuable insights into user behavior. This way, companies can use the information to adjust their offerings based on customers’ demands. Some companies use IA to filter out what data is worth analyzing and what can be safely ignored.

The results of data analysis can be useful to companies to understand their users. In some cases, companies can detect user patterns and categorize them into multiple segments. Based on customer behavior, companies can create customized offers to increase their revenue and get their product in the hands of more customers. For instance, Netflix uses IA to recommend movies and TV shows. It is a very effective tool to predict users’ preferences to raise the consumption of media content. Online marketplaces can use the same concepts to increase their sales. As an online retailer, understanding your customers and what they’re looking for is half the battle.

Also, data analysis can help them detect users’ frustrations with the product. They can remove any barriers between users and what they need. Users should have access to services or goods without any hurdles.

IA in customer service

With every day that passes, more and more businesses are embracing Intelligent Automation and its potential for customer service. Usually, most companies have problems with response time on contact form requests. In our day and age, customers are expecting to be instantly heard. That’s not always possible, especially without the use of technology or heavy investments in human capital. IA can be instrumental in solving many of these problems. RPA companies can help you find the best use for IA to solve your business challenges as well.

Communicative bots, powered with combined forces of RPA and AI are an easy solution to this problem. Bots designed with IA techniques have many advantages over traditional chatbots. First off, you can design them to sound more like humans. This is important for customer experience because it influences the quality of bots’ responses.

Speed is another important factor. IA-powered bots are available 24/7 and can answer user inquiries any day of the week. Customers hate waiting for answers, so companies either have to hire hundreds of employees or invest in a good bot. In some ways, bots can be more effective than human employees. For instance, they can look up the information and provide accurate answers to customers’ inquiries.

Some businesses get a lot of requests for help with technical problems or specific solutions. Some of these inquiries are very simple, so IA bots can automatically redirect the users to the solutions. This will free up your human customer service professionals’ time to deal with more personal questions. So, instead of hiring more workers to handle customer requests, you should consider using IA-powered bots. Get in touch with RPA companies, which can suggest solutions specific to your business problems. This is a better long-term solution, instead of adding more people as the business grows.

Measuring customer experience

Customer experience is just a function of multiple factors. The most important factor is customer satisfaction. Customer experience can be hard to measure, but companies can implement steps to ensure it. Then they can track how procedures are implemented and whether or not the steps are followed. Having such a structure can help company leaders direct their employee’s energy in the right direction. However, it is not very efficient. RPA companies can help you implement IA solutions that are modeled after the same structure. Using the technological approach can sometimes deliver more predictable results.

Delivering a personalized experience is one other way to ensure customer satisfaction. Once again, with the help of RPA companies, you can implement IA to track customers’ shopping patterns and adjust your offers and recommendations accordingly. This can raise customer satisfaction because it helps them get what they want without putting in too much effort. IA can also track customers’ emotional responses to a specific product or service. You can use this information to test your customers’ tastes and adjust your approach.

That’s why IA is so instrumental in improving the customer experience. If you take care of your customers’ interests, they will reward you with their loyalty.

Henry Bell
Henry Bell is the Head of Product at Vendorland. He is a business technologist driving transformative growth through digital technology strategies. Henry is a highly analytical and collaborative problem solver with outstanding cross-functional skills in product leadership, application management, and data analytics.


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