Skip to main content

Understanding the voice of customer through AI


Voice of Customers (VOC)?
In Simple terms VOC is “customers voice”, capturing customer feedback, expectations, preferences and opinions about their experience in interacting with your brand or service.




Why VOC is important for any business:
VOC is important for any because it helps companies identify changes, customer insights and new priorities included in customer feedback.

Role of AI in VOC:
Today’s consumer lives in an omnichannel world. Artificial intelligence can be successfully inked to provide an intelligent, convenient and informed customer experience at any point along with the customer journey. This will result in re-fancied customer experiences and end-to-end customer journeys that are integrated and more personal, so that they feel more logical to customers.

Need of AI in VOC:
Customer voice is a competitive driver of growth when successful and the greatest source of risk when failing. Data insights are one of the primary tools for VOC. VOC datasets are messy and the customer behaviours are turbulent. The rules are undefined and the success criteria are obscure. 
At the same time, this intricacy is precisely the reason why AI can unleash so much value across the “customer voice”. Sales agents and employees in other customer service roles cannot be expected to understand a customer’s full history and derive their own observation from it in real time.
Automated systems cannot be programmed by human with rules to handle every conceivable customer history. Delivering a consistent experience across all enterprise touchpoints requires finding patterns across an overwhelming number of data points.
Ways AI being applied to Improve VOC:
Now that we understand what it takes to successfully apply artificial intelligence (AI) in voice of customer, let’s burrow into some of those applications to see how AI is vent disruption across various aspects of VOC by unifying data, providing insights in real-time, and incorporating analytical business context.
Customer service gets a tremendous makeover:
AI’s biggest impact definitely transform customer service by making it automated, fast and hassle-free. As I previously mentioned, Sales agents and employees in other customer-dealing roles cannot be expected to understand a customer’s entire history prior to each conversation. But, artificial intelligence (AI) is now making it possible.
Below AI applications are giving Customer service a makeover
1.Chatbots
2.Virtual Assistants

Predictive Personalization:
Artificial intelligence (AI) is helping businesses create experiences that easily integrate with consumers’ everyday lives.
Customers will no longer change their pattern of communication when interacting with brands in order to satisfy their needs. Smart prediction and customization will make customers feel as if every product or brand experience was sewn just for them.
AI enabled Customer Analytics & provide insights of High Impact Customers:
Excellent customer experience is achieved when a business remembers its customer and treats them with attention & provide respect and consideration throughout their unique customer journey.


Labels:

Comments

Post a Comment

Popular posts from this blog

A strategy that Creates results | Insight Consulting

Objectives for a department or team will have a different scope from objectives for your organization as a whole. For example, and depending on scope and circumstances, you may want to develop strategies to: Increase profitability. Gain more market share. Increase approval ratings, or boost customer satisfaction. Complete a project under budget. To determine your strategy, you must understand fully the internal and external environmental factors that affect you. With that understanding, you can identify your clear advantages and use these to be successful. From there, you can make informed choices and implement your strategy effectively. So, strategy creation follows a three-stage process: Analyzing the context in which you're operating. Identifying strategic options. Evaluating and selecting the best options. We'll look at this process, and review some useful tools that can help you develop your strategy.
Post a Comment
Read more

Quantitative Research vs Qualitative Research- What your approach

The process of conducting primary market research and collecting market research data and information can be broken down into two methods; quantitative and qualitative research. Each method involves a different process, and reveals different information. However, it has been noted by business professionals and academic experts that in order to gain a full understanding of a business environment, the market place and the consumers within it, it is wise to conduct both quantitative and qualitative market research . Quantitative Market Research Quantitative market research is the collection of numerical data often resulting in statistical analysis to understand trends in the data. The main characteristic of quantitative market research is that it allows for comparisons and trends in the data to be easily found and understood. It should also be noted that as a result of the standardised questions, quantitative market research is a more structured market research proces...
Post a Comment
Read more

Difference between market research and design research

Market research is an effective tool to assist your business planning. It is about collecting information that provides an insight into your customers thinking, buying patterns, and location. In addition, market research can also assist you to monitor market trends and keep an eye on what your competition is doing. There is a variety of data sources to assist you in researching: Customers Competitors Industry Location There are two types of market research to collect data Primary Research : Referred to as information gathered form original source Survey face -to -face Interviews customer feedback Questionares Secondary Research is information and data that has been already collected and analysed by other sources: industry and trade publications social media and websites marketing and consumer lists newspapers and media IBISWorld Design search is knowledge assembled by a small team dedicated full time to the creation of the product in ...
Post a Comment
Read more