As soon as an interaction is established with a customer or prospect, AI facilitates their user experience through optimization mechanisms: reduction of the processing time of their request, self-service platforms, anticipation of their future requests, etc.
This allows for better management of available resources and anticipation of the necessary scalability of the system in place. AI uses data from these interactions to create algorithmic models that optimize the lifespan of products. This is the case, for example, of:
Predictive maintenance : By placing sensors on objects, it is possible to collect a lot of data that will be useful to better manage the product life cycle. Thanks to the IoT (Internet of Things), a machine can be monitored in real time to detect possible problems that could have an impact on its operation. This can be the case for elevators, air conditioning usa mobile database systems, industrial production lines, etc.
Responsiveness and resource allocation : AI combines and analyzes data to anticipate demand peaks based on potential outages and problems. This allows contact and support centers to manage their resources appropriately, to have the right teams in place when the needs are greatest.
Failure risk deduction : Based on statistics from data collected in real time or aggregated in the past, AI is able to know when a device or product is most likely to fail.
Sales: refining the commercial relationship
AI will help salespeople work more precisely on their opportunities. It analyzes sales results, past actions and can make recommendations to a business engineer on the tasks to be carried out to convert a prospect into a customer. With AI, salespeople have a virtual assistant capable of making a difference. Some examples:
Sales Opportunity Prioritization : AI is able to determine win probabilities based on data to help sales reps prioritize sales opportunities and improve forecast accuracy.
Recommendation Automation : Each salesperson can receive practical, concrete and personalized data on the actions most likely to close each sales opportunity.
Enriching customer data : a contact that changes, important news, a new launch… AI also plays a role in business intelligence so as not to waste time updating your prospects manually. Salespeople therefore always have the most recent and relevant information to manage their business relationship.
The chatbot: the multifaceted digital assistant
Chatbots have invaded websites in recent years. But very often, they are just computer programs with pre-written scenarios and scripts that leave little room for real human interactions. However, when used well, with the right program and the right artificial intelligence, a chatbot can become a truly useful digital assistant for your customers, but also for your employees as part of a self-service platform.
Better yet, it is possible to interact vocally with a chatbot. This is how the city of Albuquerque, in the United States, integrated this technology with Amazon's connected speakers. A citizen can ask Alexa for information about garbage collection, report graffiti or a problem on the road, for example.