<!-- JSON-LD markup generated by Google Structured Data Markup Helper. --><script type="application/ld+json">{  "@context" : "http://schema.org",  "@type" : "Article",  "name" : "AI and customer-centricity",  "author" : {    "@type" : "Person",    "name" : "Jeremy DSouza"  },  "image" : "https://global-uploads.webflow.com/5ef788f07804fb7d78a4127a/5fccbba4b976c795d01414b3_AI%20and%20customer%20centricity.png",  "articleSection" : "AI is going to help us make decisions that will make our organizations customer-centric. Here’s how:",  "articleBody" : [ "Identifying customers likely to leave", "Inventory management", "Designing for your customers", "Hyper-personalized recommendations", "Understanding their feelings", "Reduce customer effort" ],  "publisher" : {    "@type" : "Organization",    "name" : "Engati"  }}</script>

Future of CX

AI and customer-centricity

Jeremy DSouza
Dec 6
3-4 mins

Table of contents

Key takeawaysCollaboration platforms are essential to the new way of workingEmployees prefer engati over emailEmployees play a growing part in software purchasing decisionsThe future of work is collaborativeMethodology

What if there was a better way for you to know what your customers want? A more efficient way of understanding them? And what if you could use it to make your customers’ and employees’ lives easier?

AI can crunch data at levels that humans just cannot. Does that mean that it’s going to replace humans? No. It means that it can help us make better decisions.

How to use AI to make you organization customer-centric


Identifying customers likely to leave

AI-driven systems can process information and identify patterns, showing you which of your customers are most likely to churn and when.

This allows your organization to take action to improve the customer experience and journey. It will help you understand what causes customers to leave, what they want, and how that compares to what you’re offering them.


Inventory management

You can’t expect to call your organization customer-centric if you don’t stock up on the products that your customers actually want. 

Going through customer insights and buying patterns, AI can let you know which products your customers actually want, when you’re going to run out, and when you need to place an order.

The systems can even show you which products will experience a rise in demand and at what point of time.

Essentially, AI allows you to avoid having to awkwardly say, “I’m sorry, we don't have that in stock right now”.


Designing for your customers

Let’s go beyond simply stocking up on the products your customers want. What if you had the insights needed to actually build products that your customers truly want to use?

Here’s where intelligent chatbots come in.

Your bots can analyze what customers complain about, what they say they want, and, if you use them for sales, what they consider to be deal-breakers.

No more shooting in the dark. No more making products and hoping to find customers who like it. You’ll now be able to create products that your customers are longing for.


Hyper-personalized recommendations

Why do you think Netflix and Spotify are so loved?

It’s because they make it easy for you to find what you want. 

They don’t show you want they want you to watch or hear. They show you what you want.

Their recommendations are always based on your preferences. 

Netflix is breaking their customer base into segments and saying that this is what female customers in LA in the age-range of 18-25 want to watch. They’re saying, ‘based on Samantha’s usage patterns, this looks like something she would be interested in.’

AI helps you holistically understand the customer as an individual. It helps you deliver individualized recommendations. Now you can actually give the customers exactly what they want.


Understanding their feelings

AI-powered chatbots can now help you understand how customers feel about experiences.

The prime advantage is that you can now scale up and automate customer support while being empathetic. Conversations won’t feel robotic.

The scale will also help you understand which parts of your customer journey are the most frustrating. The analytics and insights will show you what the customers feel the strongest about.

Now you know what you have to change and are in a better position to improve the experience.


Reduce customer effort

Apple and Amazon’s key to success lies in the reduction of customer effort. They make their customers’ lives easier.

AI can help you do that. 

Look at how conversational AI makes shopping easier. Online shopping certainly reduces the effort of visiting a physical store. But, you still need to navigate through a website, looking for the product you want. Maybe you have to even download the store’s app.

It’s too much effort. There’s an easier way.

An intelligent chatbot can simplify the process. Your customers can select products, make payments, request customizations, and even track the shipping status without visiting a website or downloading another app.

They can do all this over messaging apps that they were already comfortable using. WhatsApp, Facebook Messenger, Telegram, you can deploy intelligent chatbots over all these platforms, and many more, making shopping far easier.

Make these chatbots voice-enabled and you’re made things far more convenient for your customers. They can reach out for support and even make purchases while multitasking.

Leverage AI to increase your customer-centricity

Make use of Engati’s conversational AI to serve your customers faster and understand them thoroughly. Make it easier for them to reach out and do business with you.

Get started with Engati’s chatbot and live chat platforms today! Sign up here!


Jeremy DSouza

Jeremy is a marketer at Engati with an interest in marketing psychology and consumer neuroscience. Over the last year he has interviewed many of the world's brightest CX, AI, Marketing, and Tech thought leaders for Engati CX.

Andy is the Co-Founder and CIO of SwissCognitive - The Global AI Hub. He’s also the President of the Swiss IT Leadership Forum.

Andy is a digital enterprise leader and is transforming business strategies keeping the best interests of shareholders, customers, and employees in mind.

Follow him for your daily dose of AI news and thoughts on using AI to improve your business.

Catch our interview with Andy on AI in daily life

Continue Reading