Benefits of AI-Enhanced CX Management Systems

Apr 12, 2023 | Blog

Cross-functional projects, listening to customers, understanding consumer insights, closing the loop are the top phrases used over and over again ad nauseam. However, the meanings of these keywords are changing with artificial intelligence. The new way of approaching these strategies are broadly far from the original meanings. Let’s summarize the three main benefits of CX management systems fueled by artificial intelligence and how they are transforming the ways we do business. 

Less effort and time required while quantifying CX issues

With traditional approaches, many of customer signals go unnoticed because it costs time and money to sift through the noise.  Some are noticed only later, after the fact, or after the damage can’t be remedied. There is a manual and resource intensive collection of these data. Conditions are likely to change by the time even the most attentive CX professional catches up with customer trends after long hours of labor-intensive work. With the help of AI, it takes minutes of data analysis rather than hours of clerical tallying. 

Faster action in real time 

Real-time data analysis for these customer signals is also important in today’s fast-paced environment. Most CX companies nowadays own their real-time customer data platform to not fall behind in this fast-paced environment. Getting feedback in real time helps you gather the data you need to make the necessary adjustments quickly — sometimes immediately — to ensure your customer has an optimal experience. 

More accurate data ingestion 

Decoding customer signals starts with collecting accurate data in the right way. AI-enhanced customer experience analytics allow you to make data-driven decisions on how to improve your offerings from first contact to customer service, then discover roadblocks your customers are currently experiencing. It provides better identification of anomalies and trends in the data. 


How Can You Fuel Your Customer Experience Efforts by Artificial Intelligence?  

Alterna CX offers an AI-based solution that streamlines, simplifies, and organizes all the increasingly complex CX signals generated by customers via surveys, texts, complaints, social and digital conversations, and other interactions. Its machine learning technology tracks and organizes data, then calls attention to problems, opportunities, and issues that customer experience professionals should monitor.  It offers a user-friendly technology to greatly reduce onerous sorting and screening work.   During the process, it flags those factors contributing the most to CX quality and customer loyalty. 

  1. Insight Center

Alterna CX among many things is also a insight software. Alterna CX’s Insight center is where you can collect and unify all complex CX signals generated by customers via surveys, text, complaints, social and digital conversations, and other interactions. Any structured or unstructured textual feedback can be consolidated with insight center to create a single source for all experience data. 

  1. Text and Predictive Analytics

By using Alterna CX’s ready-to-use industry models such as financial services, retail, banking, automotive, insurance, and e-commerce for text analytics, businesses can rapidly analyze Voice of the Customer survey comments, reviews and ratings.  These instruments do not merely register sentiments, but indeed interpret customer feedback “emotions,” themes, trends and eventually the key drivers of experience. 

Alterna CX’s machine learning algorithms quickly identify and quantify the most important problems and opportunities that will affect future CX performance. This not only eliminates a significant amount of manual work for CX professionals, but also helps them evaluate the cost-benefit impact of alternative CX decisions. 

  1. Action Center

You can get fast, hassle-free results by connecting Alterna CX to your favorite applications for actions and automations.  Low scores trigger alarms, and tasks are assigned to relevant employees or applications throughout the organization for necessary actions to close the loop. This loop runs automatically 7/24 and 365 days!  

Here are real world examples of Alterna CX’s capabilities 

In conclusion, with companies harnessing the power of technologies like Big Data, AI, and analytics, 21st century business continues a swift evolution. Enterprises that leverage AI and machine learning have an edge in customer experience because they use comprehensive data to analyze customer behavioral patterns and predict future interests that help them comfortably prioritize investments. 

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Learn how to apply AI to analyze all the various CX ”signals” generated by your customers via surveys, text, complaints, social media, and other interactions. Discover how to quickly identify and flag the most important problems and opportunities, and then better prioritize your investments.