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3 WAYS GENERATIVE AI CAN DRIVE MORE SALES IN CUSTOMER INTERACTIONS

 * September 1, 2023
 * Written by Damien Thioulouse, Simplr
 * Published in Demanding Views

The AI revolution within customer experience (CX) is already upon us. Brands
across industries are implementing generative AI solutions into their customer
service programs, with astounding results. In fact, Gartner now predicts that
automation will reduce human agent workload by upwards of 30% by 2026, while
McKinsey puts that number at 50% — and that’s just from an efficiency
standpoint.

How can customer service organizations apply generative AI in a way that
transcends productivity improvements and instead changes the way we think about
customer interactions? The answer lies within leveraging generative AI to
autonomously identify and effectively execute sales motions within customer
interactions, and there are three key components: Building rapport,
personalizing offers and overcoming objections.

1. BUILDING RAPPORT

Epsilon found that providing tailored CX increases the chance of purchase by
80%. Traditionally, finding ways to develop personal rapport within customer
service interactions was costly and difficult to scale. Perhaps top performing
customer service agents have a natural proclivity toward empathy, which allows
them to connect on a more personal level with customers. But to scale that sense
of empathy across an entire front-line customer service team is nearly
impossible.

Generative AI automates the entire experience of building personal connections
with customers. By leveraging natural language processing and sentiment
detection, chatbots can understand the mood and attitude of individual customers
just as well — if not better than — human agents. They can also leverage
existing data to automatically generate responses to the customer that are
highly empathetic and personalized.

By automating rapport, customer service organizations can truly replicate the
experience their best agents bring to every customer interaction, resulting in
higher conversion rates and more loyal customers.

2. PERSONALIZED OFFERS



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Accenture found that 91% of buyers are more likely to engage with brands that
provide relevant offers and recommendations. However, doing so within customer
service interactions requires a special sales-oriented approach that many agents
aren’t trained on. In fact, most customer service organizations haven’t invested
in the requisite recommendation engines within their agent assist platforms to
apply it.



Recommendations and tailored offers are where generative AI-backed chatbots
shine. Chatbots can access the data regarding each individual customer within
the existing customer service and E-commerce tech stacks, such as CRMs and
customer data platforms. Then, chatbots can leverage keyword detection to better
understand exactly what each customer is looking for at any time. This powerful
synthesis of multiple data points will result in bots being able to offer a
perfect product autonomously and quickly at each touchpoint.

3. OVERCOMING OBJECTIONS

The hallmark of an effective salesperson is the ability to anticipate potential
customer objections and offer responses that mitigate them. Oftentimes, this is
a skill that comes largely through experience: Only after so many interactions
with customers can one gain a comprehensive understanding of the types of
objections customers usually raise. And it also takes time to develop a
repository of effective rebuttals to those concerns to continue to move the
sales forward.

Chatbots can capitalize on the collective experience of the entire customer
service and sales organizations to overcome a wide array of customer objections
almost immediately after being deployed, as opposed to the months or years it
usually requires for sales professionals to ramp up in a new position.
Organizations can develop a repository of rebuttals the bot can pull from, and
then allow the bot to leverage keyword detection and its own generative powers
to match and customize the perfect response to any customer objection,
effectively replicating the actions of the best salesperson at a fraction of the
cost in ramp time.

Generative AI’s ability to infuse more and better sales opportunities into
customer interactions will revolutionize CX. McKinsey predicts that generative
AI will open an additional $400 to $660 billion in additional revenue. But to
realize that revenue generating potential, CX leaders need to think of AI as
more than a time saver and productivity booster; it needs to be seen as their
ticket to showcasing to the rest of their organization the value of customer
interactions. Ultimately, in this age of AI, customer service leaders will soon
come to realize that, when done well, every customer engagement is an
opportunity for added revenue.

--------------------------------------------------------------------------------

Damien Thioulouse leads AI across all domains at customer service outsourcing
company Simplr, where he develops highly scalable solutions at the forefront of
natural language processing and builds highly specialized proprietary models
tailored to customer service. He is responsible for growing a top-notch team and
creating strong ties with leading universities in the San Francisco Bay area, as
well as mentoring new teammates and students.






Tagged under
 * Simplr
 * generative AI
 * artificial intelligence
 * customer experience
 * buyer engagement


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