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Discover the secrets of AI for anticipating customer needs

Today, artificial intelligence is used by many B2B and B2C companies. It is now an essential part of many business sectors. Its use in a competitive context gives companies a clear advantage. AI offers professionals a major advantage, as it enables them to anticipate customer needs based on thousands of pieces of data. Agility, customer satisfaction, loyalty… Contact centres can also take advantage of this through a range of functions and tools!

AI: a tool to boost your customer satisfaction!

In the age of social networking and e-commerce, customers are much more demanding of brands. Waiting time, from calling customer service to receiving a parcel, can now play a major role in customer satisfaction. Artificial intelligence is particularly useful in this context, especially when combined with CRM.

In a Contact Centre its use is vast. It is capable of providing effective responses in real time via chatbots or voicebots, enabling your agents to be redirected towards higher added-value tasks. With smart pairing, AI can also allocate a call to the agent who is available and best qualified to respond to a specific subject, thanks to intelligent routing. In this way, the first call resolution rate can only be improved, as can customer satisfaction!

Get better customer knowledge with AI

Today’s contact centres are capable of retrieving vast amounts of customer data. However, all this data is very difficult to segment and analyse without appropriate tools, as it contains a huge amount of useful information (geographical data, centres of interest, online behaviour, etc.). In this context, AI is a major ally.

Based on analyses carried out by AI and shared in the cloud, customer knowledge can be expanded. It then becomes possible to segment the different profiles and anticipate needs. This will enable you to implement various predictive engagement strategies.

By staying one step ahead of your customers, your agents can more easily provide them with a satisfactory response. An asset that will have a positive impact on customer loyalty and your bottom line!

Personalise interactions with your customers

A tool boosted by AI, like Hermes Digital Journey from Vocalcom, also enables you to create predictive engagement strategies, optimising the customer journey by contacting them on the right channel, for the right reason and at the right time of day.

Using data analysed by AI (habits, preferred channels, etc.), it is also possible to personalise interactions. By knowing exactly what your customers want, you can adapt to them and their expectations more easily. The personalisation of customer relations is essential today, as it is what consumers are looking for.

What tone should you choose? Should I choose Whatsapp or SMS? All these questions, and many more, can be answered thanks to AI.

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