From Chatbots to Personalization: How AI is Disrupting Customer Experience

April 13, 2023

Artificial Intelligence (AI) is one of the most transformative technologies of the 21st century. With machines getting smarter every day, businesses are leveraging AI to create significant time and cost savings while promising even bigger returns in customer experience. From improving self-service to providing personalized recommendations and 24/7 support, AI is already disrupting customer experience across industries. 

In this post, we'll explore some of the innovative ways that businesses are using AI to enhance customer experience and engagement. 

Making Self-service More Efficient

Everyone knows how excruciating it can be to just stay on hold for several minutes when we call a customer care number for a simple issue. 

One of the most favorable aspects of AI is that it eliminates the need to put the customer “on hold” for the next available agent to help them with a simple problem like billing, booking, or any trivial question.

AI allows companies to use chatbots to answer common customer service questions and let customers resolve their trivial issues in a jiffy.

Besides this, most customers don’t mind chatting with a customer care chatbot. As long as they answer their question quickly, they leave as a happy customer.

Improving Personalisation for Online Services

Another important way AI is transforming the customer experience is by providing personalized content. Nowadays. we rarely have to search for the products that would fit our preferences. It’s so easy now to get a recommendation based on your past history.

For example, audio & video streaming services like YouTube, Netflix, and Spotify, or concerts and performances on Bands in Town. And anyone who has shopped on Amazon has seen product recommendations. 

It is now possible for products and service providers to use technology to make intelligent and accurate recommendations to their customers based on their past purchases or browsing history. 

Round-the-Clock Availability 

AI never needs to sleep. Similar to empowering customers via self-service, AI also offers customers 24/7 support — something most companies would not be able to afford or staff just a couple of decades ago.

What’s more, 24/7 support isn’t just “good CX”— the stakes are high in today’s market. Most customers are not willing to wait until you open your doors to get answers to their issues. AI makes that possible.

Automated Day-to-Day Assistance

Many households use Alexa to turn on music or dim the lights. But more and more, companies are using Alexa, Google Home, and other robotic AI to make their customers’ lives easier.

E-commerce stores have started to link Alexa and Google Home to allow customers to order products using voice commands. People can also purchase movie tickets and pre-order snacks before they even leave the house. These are just a few ways AI is transforming the customer experience.

Saving Significant Costs

In addition to enhancing customer experience, AI can also save significant costs for businesses. Automating customer service with chatbots and 24/7 availability means that companies no longer need to hire and train customer service agents for round-the-clock support. This results in significant cost savings for businesses while still providing customers with quick and efficient service.

Moreover, AI can also help businesses optimize their inventory management, supply chain, and logistics operations. With AI-powered predictive analytics, companies can predict demand and optimize their inventory accordingly, reducing wastage and improving their bottom line.


In conclusion, AI is revolutionizing the customer experience by providing efficient and personalized services, round-the-clock availability, and cost savings for businesses. While some may be concerned about the potential loss of jobs, AI is creating new opportunities for businesses to provide better customer service and grow their operations. With AI, businesses can create a seamless and personalized experience for their customers, enhancing loyalty and driving growth. As AI continues to evolve, it will be exciting to see the new ways it will shape the future of customer experience.

Artificial Intelligence
Customer Experience
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