Combining AI and an omnichannel approach for a next-generation customer service

In today’s sales environment, customer expectations are constantly evolving. Customer service therefore needs to be faster but also more available, delivering increasingly personalised exchanges, whatever the channel. To meet these demands, stand out from the crowd and offer the best customer experience, companies have two levers: artificial intelligence and an omnichannel approach. 

Making AI your main ally is the ideal way to offer a seamless, continuous customer journey and propose new services across all channels, blending artificial intelligence with the human touch. 

Why incorporate AI into your omnichannel strategy? 

Incorporating AI into your omnichannel strategy is particularly beneficial for your customer service, for several reasons: 

• The use of virtual assistants powered by artificial intelligence (chatbots, voicebots available 24/7) allows you to provide quick answers to customers’ most basic questions, thereby optimising the responsiveness and availability of customer services. 
• Thanks to the automation system, AI is able to take over repetitive tasks, allowing staff to concentrate on the more complex ones. An effective way of reducing response times for human agents and improving customer satisfaction. 
• By incorporating AI into omnichannel contact centre software, the customer experience also becomes more personalised: the data analysis carried out by AI enables responses to be tailored to the consumer’s profile, making relevant recommendations and ensuring a smoother customer journey. 
• By collecting data across all channels and using predictive analysis, you’ll be able to anticipate customers’ needs effectively, and decipher their intentions. Using the information provided by scoring, your company will be able to identify potential buyers. 

Customer service: how to implement an omnichannel strategy optimised by AI? 

From the choice of tools to staff training and support, your AI-enhanced omnichannel strategy needs to be sufficiently clear and relevant to improve your customer service and ensure an optimal consumer experience across all channels. 

Choosing the right tools 

Nowadays, there are many tools powered by artificial intelligence to automate the management of customer interactions across different channels. Chatbots, AI-powered CRM, sentiment analysis systems and predictive analytics are just some of the solutions that enable us to respond more effectively to customer needs. 

Their effectiveness also depends on their flexibility and their ability to adapt to all the channels used by customers, from social networks and applications to telephone and email. 

Training your staff 

To enable supervisors and administrators to analyse and set up effective proactive campaigns, they need to be properly trained in the specifics of their AI-based tools. By offering them appropriate training to incorporate artificial intelligence into their processes, this will also enable agents to be more focused and clear as to their various missions, thus providing a more efficient customer service. 

Ensuring consistency between channels 

One of the major challenges of an omnichannel strategy is to ensure that data and tracking are synchronised and consistent across all channels. The use of artificial intelligence should therefore serve to offer a continuous, seamless experience for the consumer. An integrated AI-based system must be able to centralise all data and information on a single platform, making it accessible to everyone and guaranteeing the smoothest possible customer experience.