BETA
This is a BETA experience. You may opt-out by clicking here

More From Forbes

Edit Story

10 Customer Experience Implementations Of Artificial Intelligence

Following
This article is more than 6 years old.

The future of customer experience is artificial intelligence. Artificial intelligence is popping up everywhere and changing how customers interact with brands. In fact, by 2025, an estimated 95% of customer interactions will be supported by AI technology.

From chatbots to automation, artificial intelligence helps brands learn more about their customers to enhance personalization. Here are just a few of the ways brands are leveraging artificial intelligence and machine learning to make customer experiences better:

1-800 Flowers Leverages A Chatbot To Speed Up The Customer Experience

1-800-FLOWERS made ordering the perfect floral arrangement even easier by creating a Facebook Messenger chatbot to help customers order flowers. The bot is trained to pick up on conversational cues to suggest arrangements—if a customer mentions they need something quickly, the bot can briskly suggest the perfect flowers to win someone over. The bot shows pictures of each arrangement and makes it easy for customers to create their own message and set up the delivery

Retailer North Face Uses Watson To Create A Personalized Shopping Experience

Outdoor retailer North Face uses IBM’s AI supercomputer Watson to create a personalized online shopping experience. The site helps customers refine product selections based on their answers to a series of questions. If a customer says they like to hike in the winter, the program would ask questions about their location and preferences to recommend a jacket that will keep them warm and work with their preferred activities. Instead of sorting through hundreds of products to find the right one, the bot makes the choice much easier.

Dixons Carphone Recommends Insurance Through A Chatbot

UK-based Dixons Carphone - a multinational electrical and telecommunications retailer and services company - uses artificial intelligence in the form of a bot named Cami to connect online and in-store shopping experiences. Cami is a product expert who can recommend items, give advice, and anticipate customer’s needs and future purchases. If someone buys a new mobile device, Cami can automatically recommend cases or insurance. Cami can also easily check inventory, so in-store associates can stay with the customers. Employees can spend more time interacting with customers in the front of the store instead of sorting through inventory in the back of the store.

Ticketmaster Combats Fraud With Artificial Intelligence

Ticketmaster turned to artificial intelligence to combat ticket fraud, which was making the ticket buying experience negative for its customers. The company built a bigger bot to fight scalper bots that buy tickets and sell them for higher rates. Before tickets go on sale, customers must register on the site. The AI bot then analyzes every customer to make sure the people purchasing tickets are actually human. It seems to be working, as fewer tickets are ending up listed on third-party sites.

Customers Buy Domino’s Pizza Through Facebook Messenger

It’s never been easier to order a pizza, thanks to AI. Domino’s uses a Facebook Messenger chatbot named Dom that allows customers to place an order simply by sending a message that says “pizza”. The bot gets the details and the order is completed faster than a customer could call the store or drive to place an order.

Skiing Through A Personalized Customer Experience With Black Diamond Equipment

Avid skiers often buy their equipment online from e-commerce retailer Black Diamond Equipment. The site uses artificial intelligence to provide personalized recommendations for each customer. Instead of waiting until checkout to make suggestions, the AI technology predicts customers’ needs and actively makes product recommendations based on things like browsing history, past purchases, and weather conditions. With the new system, purchases have increased and abandoned carts have decreased.

Spotify Uses Artificial Intelligence To Tailor Music According To Preference

Music streaming giant Spotify’s entire business is based on data, but it takes things to the next level with AI technology. AI allows the site to store more customer data and access it to find trends and predict what music each customer will like. Each week, every Spotify user gets a personalized “Discover Weekly” playlist with music handpicked for them using AI data. The service has gotten rave reviews for its accuracy to customers’ moods and musical tastes.

China Merchant Bank Uses WeChat Messenger to Handle Millions of Customers

China Merchant Bank, one of the largest credit card companies in China, takes advantage of AI bots to interact with a huge number of customers. The bank’s WeChat Messenger bot handles 1.5 to 2 million customer conversations each day, mostly about things like card balances and payments. Customers can quickly get the information they need, and it saves the bank from hiring thousands of human employees to match the same volume of requests.

Google Photo Automatically Labels Photos Using Artificial Intelligence

Google Photo leverages AI to remove a tedious task from its customers. It automatically labels photos as customers upload them. Instead of the customer having to go through and label and organize each picture, Google’s AI technology tags photos based on people, location, date, and more, which makes it easy to search and find the perfect image.

KFC Uses Artificially Intelligent Facial Recognition Software To Predict Orders

KFC is partnering with Chinese search engine Baidu to create a restaurant that uses AI facial recognition software to infer what a customer might want to order. The program collects data like gender, facial expressions, and other visual features to provide menu recommendations to customers. It also saves previous orders, so return customers can get recommendations based on what they’ve ordered before.

In conclusion, artificial intelligence can make your customer experience better. It’s about finding the right use case for your business and a technology that will consider what your customers’ need. AI should make customers’ lives easier and better. However, don’t simply release AI on customers to do it – AI should serve a purpose for your customers’ journey.

Blake Morgan is a customer experience futurist, keynote speaker and author. Sign up for her weekly newsletter here.