The IA y Human Experience: Exploring the Future of Brand Customer Relationships in 2024

In the year 2023 a significant milestone was reached in the evolution of Artificial Intelligence (IA). Its impact, on Customer Experience (CX). In this article Federico Cesconi, CEO of SANDSIV a leading provider of VoC (Voice of the Customer) solutions predicts a shift in brand customer dynamics for 2024. This shift is centered around a strategy that embraces a truly human and comprehensive approach called ‘Human Experience.’

Understanding the Holistic Concept of ‘Human Experience’

Recent developments such as AI, Machine Learning and data analytics have transformed how brands interact with their customers. The concept of ‘Human Experience’ revolves around comprehending needs, emotions and complex behaviors. According to SANDSIV brands must delve deeper into these aspects to provide emotionally engaging interactions.

Looking ahead to 2024 we can expect a convergence between AI and human experience. SANDSIV highlights three AI based features that digital customer listening tools need to adopt to progress towards achieving this Human Experience;

1. Automation and Data Tagging for Trend Identification

Automation has become indispensable for businesses when it comes to tagging data, for analysis purposes.
This process automatically assigns tags or categories to amounts of information such, as customer comments or product reviews. Brands that use this technology like the one integrated into the sandsiv+ platform can quickly categorize product opinions as positive, neutral or negative. This enables them to promptly identify emerging trends in their market.

2. Automatically Identifying Relevant Topics

Identifying topics within customer data can be challenging. Brands now have the ability to use categorization models to detect customer interactions allowing them to predict and address issues in real time. For example the Topic AI module integrated into sandsiv+ empowers a telecommunications company by helping them identify issues billing inquiries or requests for additional services. This enhances efficiency.

3. Analyzing Customer Sentiment through Experience Mapping

Examining a customers journey from their contact with a brand to post purchase is a tool for understanding their needs and emotions. AI driven sentiment analysis. Comprehends customer pain points in time providing recommendations, for improving their experience.

In this context brands understand the significance of connecting with customers by understanding their desires and needs while utilizing technology as an ally.
Federico Cesconi highlights the importance of integrating Machine Learning and AI into SANDSIVs solutions. This integration has brought about a transformation, in how companies engage with customers creating a human experience that is vital for future business success.

Emerging AI Trends Enhancing Customer Experience in 2024

As we approach the year 2024 strategic planning becomes crucial for businesses striving to maintain an edge. Failing to plan is equivalent to planning for failure and leaving your business growth to chance is not an option. It falls upon you to adapt, expand and infuse your business with increased competitiveness, profitability and relevance.

1. Seamless Customer Service across Multiple Channels

Your business needs to establish its presence across channels and platforms. Being truly omnichannel means engaging through;

• Social media
• Email marketing
• Chat platforms

However it’s not just about presence; its about maintaining continuous and uninterrupted activity. Customers now expect round the clock interaction desiring conversations, interactions or purchases at any time of the day. This is where Artificial Intelligence comes into play.

The emergence of AI in customer service is undeniable. A survey conducted by CMSWire revealed that 60% of customer experience leaders anticipate impact from AI and machine learning within the two to five years. The data driven capabilities of AI, in customer service not enhance satisfaction. Also revolutionize the overall customer experience.

2. Chatbots: Your 24/7 Business Allies

The integration of chatbots, in e commerce and websites is a growing trend. It is undeniable that AI driven solutions offer benefits in terms of customer satisfaction and financial outcomes. Lets consider the case of SwagMagic, which has successfully embraced AI powered customer support 24/7. The results have been remarkable with a focus on providing seamless experiences.

The data speaks for itself. According to a report by Gran View Research the global chatbot market is projected to reach $5.13 billion by 2022 with an expected growth rate of 23.3% from 2023 to 2030.

3. Chat Funnels: Unleashing the Power of Automation

For businesses or individual entrepreneurs with budgets implementing simple yet effective automations can be a game changer. Tools like ManyChat enable automated responses on platforms such as Instagram, Messenger and WhatsApp. These chat funnels not streamline interactions but also initiate automated conversations with followers leads and customers.

Incorporating chatbots into your customer service strategy is no longer an option; it has become a necessity. Todays consumers expect prompt assistance and AI driven solutions are the key, to meeting those demands.

Elevate Customer Experience in 2024 and Transform Your Business

As you gear up to transform your physical or digital business in 2024, elevating the customer experience should be a top priority. While we’ve highlighted two AI trends to help you on this journey, don’t limit yourself. Continue exploring and experimenting to find a formula that not only surprises and retains existing customers but also entices new ones.

Remember, AI is at your disposal, offering a significant competitive advantage. Learn to leverage it, and you’ll not only boost the impact of your solutions but also generate more reliable sales. Prioritize customer relationships over transactions, as this approach, often underestimated, serves as a great precursor to success.