Machine Learning (ML) is a groundbreaking technology of this era that can predict individual behaviors on the basis of experience and data. It is a well-known technology that helps to run major operations effectively. This is not enough- this majestic technology is also used in several ways to improve customer experiences. It can analyze the behavior of individual customers and can provide personalized solutions according to customer’s preferences. There are many different ways machine learning can help us improve customer experiences and in this blog, we will find out how.
Role of Machine Learning in Improving Customer Experience:
Why ML is a wonderful tool for improving customer experience? The simplified answer to this question is that it can predict customer behavior. If we can predict what our customer wants then we can personalize our products and services according to customer’s needs. Customers will be able to get better recommendations, high-quality search results, and fewer spam emails. Better customer experience will automatically result in customer satisfaction which will lead to more sales and revenue. Here are a few other roles of machine learning discussed that can enhance overall customer experience:
1. Detection of Fraud:
Machine Learning can analyze transaction patterns to prevent fraudulent activities in real-time. This will protect customers from unauthorized transactions and eventually enhance trust.
2. Filtering Spam Emails:
ML algorithms are used to categorize emails as spam and authentic emails. This will create less noise and less time will be wasted in filtering spam emails from inboxes.
3. Targeted Ads:
As we have already discussed that machine learning can predict customer needs, so we can use this to run targeted ads according to what customer wants. This will help in showing relevant ads to the customers and they are more likely to click on them as a result of the ML algorithm.
Businesses especially E-commerce platforms can use this technology to recommend their services, content, and products to relevant persons. If we provide personalized recommendations to our targeted audience they are more likely to make a purchase or engage because of similar preferences.
5. Virtual Assistants:
ML-powered Virtual assistants are available 24/7 and respond to customers instantly. It can improve the average response time and availability. AI chatbots can handle customer’s routine queries and free up humans for other important tasks.
Examples of ML Used to Enhance Customer Experience:
There are several well-known examples that show us how machine learning is enhancing the customer experience. Some of them are mentioned here:
Amazon is best known for using ML to provide personalized product recommendations. It analyzes the customer purchase and browsing history using ML and shows its products according to that enabling the customers to easily find what they were searching for.
Disneyland uses MagicBand wristbands as room keys, payment, and tickets. This MagicBand uses personal location in Disneyland and shows recommendations and also provides easy routes in crowded places.
Netflix also used ML algorithms to suggest TV shows and movies to its users based on their search history, rating, and genre preferences. This approach keeps the user satisfied and engaged with Netflix.
Starbucks is using ML for its loyalty program. It sends personalized offers and deals to its members based on their previous orders and likings which increase customer satisfaction.
Microsoft’s virtual assistant Cortana also uses ML as its natural language for conversation and understanding. It helps users in scheduling, setting reminders, and holding conversations, providing personalized responses.
Facebook is utilizing ML to provide its users with a preferred news feed and content recommendations. It shows more relevant content to users based on their previous searches and engagement on previous posts.
Machine Learning has revolutionized the way businesses work these days. It has paved the way which is used by businesses to build a link with their customers. ML is providing customer satisfaction and helping in generating leads like never before. You can see from the above-mentioned examples how it plays a major role in the success of businesses. But this dynamic technology is not just limited to renowned businesses, small and medium businesses can also use it to reach the heights of success while obtaining customer loyalty and satisfaction side by side. If you are looking to use this technology in your business, contact us and keep your customers satisfied with you!