Artificial Intelligence (AI) is appearing more than ever in the news whether for search, image generation, content creation, and more. Aside from arguments concerning image copyright, fact-checking content, and strange personality quirks, what can AI bring to the customer experience in your organization?
What is AI in customer experience?
Artificial Intelligence is not just a bouncy icon asking how it can help. (Remember “Clippy” from Microsoft Office?) The purpose of AI is a technology that offers enhanced and personalized user experiences. This can be anything from pre-filling forms or recalling stored information, to presenting images, text or content that enables responses without unnecessary file hunting or delays.
Case in point, using a chatbot to buy movie tickets. The chatbot might offer a search for movie theaters in your area (based on geolocation), the films playing at those theaters and their showtimes, help you select tickets, and pay for them. Or you can ask the chatbot to search for films based on a specific genre, a film’s title, or simply one that has great reviews and plays at a theater located near your favorite restaurant. The AI behind the chatbot does the work in the chat window.