Using AI to Improve Customer Experience and Customer Journey Orchestration
Published: 2024
Author(s) Name: Shyam Tada, Turjo Das |
Author(s) Affiliation: Symbiosis Centre for Management and Human Resource Development, Pune, Maharashtra, India.
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Abstract
With Industrial Revolution 4.0, organizations and customers have experienced digital waves in how they transact business. Every business needs to improve customer experiences to retain customers. By using multiple channels to reach out and interact with their target markets, AI has empowered service providers. This qualitative study’s goal is to evaluate the potential of predictive analytics, a subfield of artificial intelligence, linked with the sustainable development goal of Industry, Innovation and Infrastructure, to assist websites in integrating vast amounts of data, allowing users to learn more and compare related products while also identifying the most alluring features for the customer at the awareness stage. Additionally, it will consider ways to improve AI to understand customer purchasing trends and offer recommendations in accordance with them. AI may also monitor consumer behaviour for signs of dissatisfaction so that the appropriate reaction can be provided to a specific customer.
Keywords: Artificial Intelligence, Predictive Analytics, Customer Service, Customer Experience (CX), Customer Journey, Customer Relationship Management (CRM), Industry, Innovation
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