25.04.2019

In 2019, B2C companies leverage AI primarily to allow for more convenient communications and to enhance the customer experience.

Artificial intelligence (AI) is set to revolutionize the customer experience.


According to McKinsey, Google and Baidu are investing upwards of $30 billion per year on AI development 


Businesses can use this article to learn about forthcoming developments in consumer-facing AI, and how to AI developers help gain a competitive edge.

Voice-Enabled Functions


Consumers are embracing voice-enabled technology for its ease and efficiency. To match consumer preferences, your business needs to adjust its 


According to Deloitte, the top AI benefit for businesses is enhancing products.


Voice assistants like Amazon Alexa, for example, allow businesses to automate interactions with customers, and allow consumers convenient ways to shop and access information about businesses. 


The number of voice-enabled smart speakers in US homes grew by 78% in 2018, up to 120 million sold.



 



The expanding ecosystem for connected and voice-enabled devices incentivizes businesses to develop products that interact with this growing environment.


Voice-enabled AI is an appealing addition to products that benefit from enhanced ease, reach, relevance, and utility. 


Adding an intelligent voice interface to your app or digital product helps your brand remain marketable and relevant, while companies that lack voice-enabled functions are at risk of losing ground.

Chatbots


AI-equipped chatbots help brands to make relevant recommendations, offer superior customer service, and to increase personalization.


Most consumers prefer to interact with chatbots rather than humans when they need quick information, such as FAQs or 24-hour customer service, according to Salesforce. 


Powered by natural language processing (NLP) and machine learning technology, chatbots increasingly represent businesses’ online  and social media client-facing function. 


NLP allows bots to recognize and imitate human speechmaking them useful for both responding to queries and guiding purchase behaviors. 


For example, Ergo, a German insurance firm, uses Google Contact Center AI to automate nearly 30% of its customer service inquiries, helping to cut costs and streamline its customer experience function.


Retailers also can benefit from chatbots because conversational AI can recommend products with a high degree of accuracy.


Sephora, for example uses its chatbot, Kik, and Facebook Messenger to assist customers with finding their ideal lipstick.



 

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The chatbots offers users a quiz in order to gauge their preferences, then delivers personalized recommendations about the right shade. 


By offering this interactive yet intuitive experience, the company can cement customer  loyalty and gather data for future campaigns.


Customer-facing interfaces that use conversational AI afford customers the most responsive, informative, and rewarding interactions with your brand, a positive impression that can make a difference on whether they choose to purchase from you or a competitor. 

Cognitive Automation


Cognitive automation combines the efficiency of robotic process automation (RPA) with the human analysis capabilities of artificial intelligence.  


When people interact with a business, they want to find the exact information they desire in an efficient manner. 


While they may prefer to interact with a chatbot for simple requests or queries, people prefer to speak to live humans for issues or concerns that require elaboration.


Cognitive automation systems allow businesses achieve human elaboration at scale and leverage machine learning technology to improve their effectiveness over time. 


This means that in the future, customers can rely on automated service functions to address and respond to any query they have about a business, its products, their use, or malfunctions, no matter how elaborate. 

Gesture Recognition Software 


Driverless cars have yet to materialize, but the next wave of smart cars will allow drivers to control the vehicle’s interior with just a gesture.


Both BMW and Mercedes-Benz announced that select models will soon be equipped with both gaze and gesture recognition capabilities.


Sensors and cameras inside the vehicle help the car’s AI analyze the driver’s body, eye movements, and speech patterns. Over time, AI will recognize the operator’s behaviors and provide a safer, more intuitive, and well-informed driving experience.


For example, you can say “I’m cold,” to adjust temperature. Want to change the song? Simply point your index finger to the left or the right. 


BMW says that it’s Natural Interaction software will also link with connected devices to gather information about the environment outside the car. 


For example, you could point to a restaurant in the distance and the AI would provide the hours of operation and customer reviews, as prompted.


 

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AI can turn the driver’s seat into a smart cockpit, the center of an increasingly effortless and undistracted driving experience.

Trends in Consumer App Development for 2019


AI will continue to help businesses to deliver the customized and rewarding brand experiences that customers want.


Voice-enabled functions give brands a stake in the expanding ecosystem of connected devices. Chatbots help companies to better support and recommend products to their customers. 


Lastly, gestural and speech recognition unite in nu-age cars that allow drivers an offhand yet highly functional driving experience.


Review how AI development companies can help create products that match trends in consumer AI technologies and preferences. 


Bio: Grayson Kemper is a Senior Content Writer for Clutch, the leading research, ratings, and reviews platform for B2B marketing and technology services providers. He focuses on emerging technologies and SEO services research. 




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