Künstliche Intelligenz und Customer Experience

Was die neue Trendanwendung ChatGPT über CX ausspuckt

Die Tageszeitung Kurier hatte das Thema letzten Samstag auf der Titelseite, auf LinkedIn geben sich Befürworter und Gegner seit Ende des Jahres harte Wortgefechte: die Rede ist von der neuen allgemein zugänglichen Bot-Lösung von OpenAI: ChatGPT, die auf künstlicher Intelligenz basiert. Innerhalb von fünf Tagen verzeichnete ChatGPT mehr als eine Million User – und hat die Millionenmarke damit schneller geknackt als damals Instagram. Wir haben sie sofort getestet und mit den zwei härtesten aller Fragen konfrontiert:

Wie sieht die Zukunft von CX aus?

ChatGPT: Customer experience (CX) is the sum of all interactions a customer haswith a company, and it has become an increasingly important focus for businesses in recent years. In this article, we’ll take a look at some of the trends and innovations that are likely to shape the future of CX.

Artificial intelligence (AI) and machine learning: AI and machine learning are already being used to improve CX in a number of ways, and it is likely that this trend will continue to grow. For example, companies may use chatbots or virtual assistants to provide quick and efficient customer service, or they may use AI to analyze customer data and provide personalized recommendations.

Personalization: Customers expect a high level of personalization in their interactions with companies, and this is likely to become even more important in the future. Companies may use customer data and AI to provide personalized recommendations and tailor their marketing efforts to individual customers.

Experience design: The design of the customer experience is becoming increasingly important, as companies look for ways to differentiate themselves and create memorable experiences for their customers. This could involve using technology such as virtual reality or augmented reality, or simply paying careful attention to the design of physical spaces and the customer journey.

Omnichannel support: Customers expect to be able to interact with companies through a variety of channels, such as social media, email, phone, and in-person. The ability to provide a seamless and consistent experience across all of these channels is known as omnichannel support, and it is becoming increasingly important for
businesses.

Empathy and emotional intelligence: As customers become more savvy and demanding, it is becoming increasingly important for companies to be able to connect with them on an emotional level. This may involve training employees in empathy and emotional intelligence, and using tools such as customer feedback to understand and respond to customer emotions.

In conclusion, the future of CX is likely to involve a combination of technology and human interaction, with a focus on personalization, omnichannel support, and experience design. Companies that are able to successfully navigate these trends will be well-positioned to win and retain customers in an increasingly competitive marketplace

Unser Fazit: WOW, sagen wir da. Das Ergebnis (der Originalversion) dauerte nicht mal 30 sek. und kann sich unserer Meinung nach als gute Zusammenfassung lesen lassen. Nichts Überraschendes zwar, aber dennoch auf einem Level, wie es in vielen Beiträgen und Artikeln vorkommt. Witzig, dass AI sich selbst an erste Stelle der
Zukunftsaussichten stellt – beim Lesen hatten wir zuerst Empathie und Experience Design vermisst – waren aber dann versöhnt, weil die Punkte doch noch angeführt wurden.

Was ChatGPT aber aus Experience-Sicht für uns noch weit spannender macht: die einfache Anwendung! Am 30.11.2022 freigeschaltet hat Open AI damit in kürzester Zeit Millionen User mit AI in Berührung gebracht – nicht schwieriger zu handhaben als WhatsApp – und das macht die Technologie erlebbar für alle – und sie wird
sicher einiges revolutionieren – nicht nur für CX!

Und gerne hier noch eine weitere Frage, die wir der KI gestellt haben:

How can AI enhance CX?

Personalization: AI can be used to personalize the customer experience by analyzing customer
data and making recommendations or providing tailored content and offers.

Chatbots and virtual assistants: These AI-powered tools can be used to provide 24/7 customer support,
answer common questions, and guide customers through the purchase process.

Predictive modeling: AI can be used to predict customer behavior, such as which products they are likely to purchase or when they are likely to need customer support. This can help companies proactively reach out to customers and provide them with the right information at the right time.

Automation: AI can be used to automate repetitive tasks, such as data entry or customer
service inquiries. This can help companies save time and resources, while
also providing faster and more accurate service to customers.

Analyzing customer feedback: AI can be used to analyze large amounts of customer feedback and uncover
patterns or trends that might be difficult for humans to see. This can help companies identify areas where they need to improve the customer experience and make changes accordingly.

It’s worth noting that AI is not a panacea and the usage of it in each business case need to be well thought out and implemented, it can be a powerful tool for businesses that can lead to increased satisfaction, loyalty and ultimately revenue.

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