5 AI-Powered Trends That Will Transform Customer Experience
Posted: Mon Jan 20, 2025 5:45 am
AI is literally the “word of the year,” at least according to the Collins English Dictionary. It’s no surprise, given that ChatGPT, Generative Artificial Intelligence (GenAI), and Machine Learning (ML) technologies seem to be transforming aspects of our personal and professional lives. Customer experience (CX) is one area of business that has something of a head start, with experts saying as early as 2017 that Generative AI would be the future of Customer Experience.
In other words, we’re in a privileged position to know what’s to come. We may not be able to say what the word of the year will be in 2024 (or even if it will be written by a human!), but conversational commerce experts at Gupshup have highlighted five AI-driven trends that will continue to transform the customer experience in 2024 and beyond.
“Conversational Everything”: when AI enables conversations between companies and customers
Imagine a conversation between a company and a finland whatsapp data customer that is personalized, dynamic and at scale. With the power of AI, companies can now evolve to have exactly what we call “Conversational Everything”, which means focused on the conversation with the customer. In other words, it is nothing more than a customer-centric approach that covers the entire customer lifecycle, unifying the customer experience journey from the first interaction to post-sale support and loyalty.
Unlike a linear journey, it’s a mechanism that drives genuine connections and greater value for customers’ lifetimes. This transformative approach, powered by AI-driven chatbots, voice capabilities, and advanced messaging channels, will continue to reshape marketing, commerce, and support interactions across industries. Marketing teams can deliver personalized, relevant messages to customers – at scale – based on individual interests and behaviors.
When it comes to business transactions, they can be used by companies to communicate end-to-end processes including order fulfillment, delivery schedules, and payments.
Generative AI is changing the way we conduct sales and marketing
Another area where brands can improve customer touchpoints by leveraging Generative AI is in sales and marketing functions. By automating some of the most sensitive, complex and time-consuming tasks, it will free up your sales and marketing professionals to focus on what they do best: planning and executing the best campaigns, delivering great experiences and relationships.
In sales, AI is helping transform six key areas: lead generation, sales forecasting, personalized sales engagement, virtual sales assistants, sales process automation, and pricing optimization. What’s more, Generative AI-led solutions help sales teams analyze customer behavior patterns, which translates into higher quality and quantity of leads, as well as improved efficiency and conversion rates.
When it comes to customer engagement, sales reps can personalize sales interactions based on individual preferences, fostering stronger relationships and improving conversion rates. At the same time, GenIA-powered chatbots are also available 24/7 to answer questions and guide customers through the sales process.
In the back office, generative AI can automate time-consuming sales tasks like data entry and follow-up emails. Machine learning-based solutions can also work 24/7 to provide pricing insights that take into account market dynamics, competitor pricing, and customer behavior. This can help you find optimal price points and strategize discount options to maximize revenue and stay competitive.
Gupshup also predicts that Generative AI will also help transform six key areas of marketing: customer-centric content, customer analytics, customer support and chatbots, intuitive communication, social media marketing, and A/B testing. And when it comes to customer marketing, Generative AI can automate content creation based on predefined parameters.
As for customer analytics, it can analyze customer feedback and then provide actionable insights to optimize marketing campaigns, making data-driven decisions to achieve better ROI. Customer support is now being done through the use of chatbots that can engage in human-like conversations, answering customer queries and answering questions.
In other words, we’re in a privileged position to know what’s to come. We may not be able to say what the word of the year will be in 2024 (or even if it will be written by a human!), but conversational commerce experts at Gupshup have highlighted five AI-driven trends that will continue to transform the customer experience in 2024 and beyond.
“Conversational Everything”: when AI enables conversations between companies and customers
Imagine a conversation between a company and a finland whatsapp data customer that is personalized, dynamic and at scale. With the power of AI, companies can now evolve to have exactly what we call “Conversational Everything”, which means focused on the conversation with the customer. In other words, it is nothing more than a customer-centric approach that covers the entire customer lifecycle, unifying the customer experience journey from the first interaction to post-sale support and loyalty.
Unlike a linear journey, it’s a mechanism that drives genuine connections and greater value for customers’ lifetimes. This transformative approach, powered by AI-driven chatbots, voice capabilities, and advanced messaging channels, will continue to reshape marketing, commerce, and support interactions across industries. Marketing teams can deliver personalized, relevant messages to customers – at scale – based on individual interests and behaviors.
When it comes to business transactions, they can be used by companies to communicate end-to-end processes including order fulfillment, delivery schedules, and payments.
Generative AI is changing the way we conduct sales and marketing
Another area where brands can improve customer touchpoints by leveraging Generative AI is in sales and marketing functions. By automating some of the most sensitive, complex and time-consuming tasks, it will free up your sales and marketing professionals to focus on what they do best: planning and executing the best campaigns, delivering great experiences and relationships.
In sales, AI is helping transform six key areas: lead generation, sales forecasting, personalized sales engagement, virtual sales assistants, sales process automation, and pricing optimization. What’s more, Generative AI-led solutions help sales teams analyze customer behavior patterns, which translates into higher quality and quantity of leads, as well as improved efficiency and conversion rates.
When it comes to customer engagement, sales reps can personalize sales interactions based on individual preferences, fostering stronger relationships and improving conversion rates. At the same time, GenIA-powered chatbots are also available 24/7 to answer questions and guide customers through the sales process.
In the back office, generative AI can automate time-consuming sales tasks like data entry and follow-up emails. Machine learning-based solutions can also work 24/7 to provide pricing insights that take into account market dynamics, competitor pricing, and customer behavior. This can help you find optimal price points and strategize discount options to maximize revenue and stay competitive.
Gupshup also predicts that Generative AI will also help transform six key areas of marketing: customer-centric content, customer analytics, customer support and chatbots, intuitive communication, social media marketing, and A/B testing. And when it comes to customer marketing, Generative AI can automate content creation based on predefined parameters.
As for customer analytics, it can analyze customer feedback and then provide actionable insights to optimize marketing campaigns, making data-driven decisions to achieve better ROI. Customer support is now being done through the use of chatbots that can engage in human-like conversations, answering customer queries and answering questions.