Transforming Customer Engagement: The Added Value of Bespoke AI Solutions

In today’s dynamic digital landscape, businesses are increasingly leveraging bespoke AI solutions to enhance customer engagement, streamline operations, and drive revenue growth.

Customer Service in the Digital Age

The Need for Transforming Customer Engagement

When was the last time you walked in to your bank to complete a transfer or write a letter to your utilities provider? Digitisation is changing customer service and customer expectations across almost every vertical. Organisations must transform customer engagement to remain competitive in an increasingly digital and customer-centric marketplace. The rapid advancement of technology and changing customer expectations demand seamless, personalised, and efficient interactions across all touchpoints. A report by Sprinklr (Sprinklr) highlights that most organisations incorporating AI into their digital commerce strategies are expected to see at least a 25% improvement in customer satisfaction, revenue, or cost reduction​ .

The stakes for maintaining customer loyalty are higher than ever. Emarsys (Emarsys) reports that 66% of consumers will abandon a brand if they do not receive a personalised experience, underlining the critical importance of tailored customer engagement​. This shift necessitates that businesses not only adopt but also optimise digital and AI-driven customer interaction platforms to meet evolving consumer expectations.

Key Benefits of Bespoke AI Solutions

1. Enhanced Customer Experience Custom AI solutions offer tailored user experiences that generic, off-the-shelf solutions cannot match. By leveraging AI to understand and respond to customer queries in a contextually relevant manner, businesses can significantly improve customer satisfaction. For instance, HubSpot (HubSpot Blog) reports that 72% of customers who regularly interact with customer service bots have noticed an improvement in quality and a decrease in dissatisfaction levels​.
   

2. Operational Efficiency Bespoke AI chatbots can automate routine tasks, freeing up human agents to handle more complex issues. This not only reduces operational costs but also improves efficiency. Organisations that leverage AI for customer service are expected to manage 85% of customer interactions by 2024, showcasing the significant impact of AI on operational efficiency​ (Sprinklr)​.
   

3. Data-Driven Insights Custom AI solutions put the data in the hands of the organisation, rather than in the hands of a 3rd party AI provider, enabling deep analysis of customer interactions. This data provides valuable insights into customer behaviour and preferences, enabling businesses to make informed decisions and tailor their offerings accordingly. The 2024 Global Customer Engagement Review from Braze (Braze) emphasizes that harnessing customer behaviour data to shape brand and product offerings is essential for optimising customer experience​​.
   

4. Scalability As businesses grow, customer interactions naturally becomes more complex. AI solutions are designed to scale, handling increased interaction volumes without compromising performance. According to IBM (IBM), implementing scalable virtual agent technology can lead to significant cost savings per conversation, and improve customer satisfaction by 9% on average.
   

5. Control Implementing bespoke AI gives organisations greater control over their customer engagement strategies. Unlike generic AI solutions, bespoke AI can be tailored to fit the specific needs and goals of a business, allowing for more precise and effective interactions. This level of control extends to behaviour, data security and compliance, ensuring that customer interactions are managed in accordance with company policies and brand guidelines. The ability to customise AI solutions means that businesses can quickly adapt to changing market conditions and customer expectations, maintaining a competitive edge​.

Conclusion

The strategic value of bespoke AI solutions lies in the ability to deliver personalised, data-driven, and scalable customer interactions. Through bespoke AI solutions, businesses can deliver competitive edge, gain valuable insights, and maintain control over brand voice. As AI technology continues to evolve and advance, those not leveraging it will quickly fall behind in the race to attract customers attention and maintain customer service.