Enhancing business communications with AI: 4 examples

Feb 28, 2023

2 minutes

Artificial intelligence (AI) has become an increasingly popular topic in business communications in recent years. While it may seem like a complex and daunting technology, there are many simple ways that businesses can leverage AI to improve their communication strategies and engage with their customers more effectively. In this article, we’ll explore four examples of how AI is used in business communications and how your company can benefit from it.

Creating personalized content

When using AI in your communications strategy, personalization is one of the most important things to consider. By using customer CRM data, machine learning algorithms, and natural language processing, businesses can segment their customers and send them relevant content and offers that are tailored to their needs and interests. This helps to create a unique customer experience (CX) and improve engagement.

AI can also help get customers to the right point of contact. Based on their engagement history and CRM information, you can route them straight to the sales representative or customer service representative who is best suited to help them.

AI can also be used to offer self-service solutions. This can reduce the load on your customer service team while still providing outstanding customer service.

Segmentation strategies for improved understanding

Your customers are not all the same, and they don’t need or want the same information. Businesses can use AI in their communications to segment their customer base and target them with the right content. By understanding which customers are interested in or need to know about specific products or services, businesses can ensure that they are sending the right messages to the right people at the right time. This can help to reduce frustration and increase customer satisfaction.

CRM-based engagement and getting customers to the right point of contact

It’s critical that the CX is relevant to the individual. That’s where CRM-based engagement comes in. Businesses can use AI to analyze customer data, and track interactions and preferences to understand better what they’re interested in and what they need. This can help to improve the CX and reduce the burden on customer service teams.

For example, if a customer has only interacted through your website, consider directing them to a representative when they call customer service. But if a customer has been engaging on social media, consider offering them self-service solutions first.

AI self-service solutions for improved customer engagement

One of the most promising examples of AI in business communications is the ability to offer self-service solutions. Chatbots and virtual assistants can help customers find the information they need, make recommendations, and even troubleshoot issues, all without the need for human intervention. This can be a valuable tool for businesses looking to improve customer satisfaction and reduce the workload on their customer service teams.

From simple chatbots to more complex virtual assistants, AI can improve customer engagement and provide self-service solutions. Bots can understand customer needs, provide recommendations and even troubleshoot issues. This is especially useful for companies with multiple communication channels and the need to respond quickly to customer inquiries.

AI-powered self-service solutions can help customers get the information they need faster and more accurately, leading to improved customer experience and increased loyalty. And best of all, you don’t have to rip and replace your current communications systems; you can layer over the top of them with AI technology and see considerable improvements in customer engagement almost immediately.

Give your clients the best customer experience 

AI can be a game changer in the way you communicate with your customers, and ultimately their experience. But before implementing AI in your strategy, it’s important to consider a few things. First, understand the needs of your customers and how AI can help meet them. Then, ensure that your AI solution is easy to use and meets those needs. Finally, test your AI solution before launching it to ensure it meets your and your customers’ expectations.

At IntelePeer, we understand the importance of CX and offer a range of tools to help businesses achieve it. Get in touch to learn more.

Do you want to learn more about modernizing your contact center and accelerating customer engagement with generative AI and automation? Schedule an AI and automation Customer Interaction Intent Study with IntelePeer now.  

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