AI and human connections, which way to follow?

[ad_1]

Artificial intelligence in digital marketing is one of the most important technological developments of the last decades. However, using digital channels for customer engagement doesn’t mean sacrificing human connection over AI, Moxtra’s customer engagement experts note. Find out how AI can automate routines, while freeing up valuable hours of work so employees can promptly serve customers whose needs require a human touch.

This article is part of a series of articles on marketing innovation thought leadership presented and written by Moxtra, a company that helps businesses deliver customer experiences for the digital age.

The rise of artificial intelligence is one of the most important technological developments of recent decades and is a key factor in what many are calling the fourth industrial revolution. But not all consumers are convinced. Skepticism remains widespread, especially in the case of brands that rely too much on things like chatbots and autoresponders. For businesses, this means it’s more important than ever to humanize technology by using solutions like artificial intelligence and chatbots to complement human roles, rather than replace them.

Human connection has never been more important, especially given the dramatic increase in remote work and digital business. More than ever, customer engagement is automated to the extent that the connection lacks the human touch needed to drive persistent relationships. But using AI in digital marketing channels doesn’t have to mean sacrificing human connection. In fact, it can mean just the opposite. Digital channels also present new ways for brands to deliver a high-level customer experience, particularly in the digital age of online business and remote work.

Using digital channels doesn’t have to mean sacrificing human connection. In fact, it can mean just the opposite. AI in digital marketing: promoting persistent relationships with remote connections

In high-touch customer service, there is a constant need for human interactivity to build trust and provide the level of support customers expect. This is especially important in areas such as wealth management, real estate and legal. Customers in these industries expect brands to be consistently present. This means that opening a digital branch is essential to combine the convenience of easily accessible private digital channels with the human experience of interactive relationships.

It is simply not possible if a digital branch is seen purely as a high-tech solution. High-tech services, by contrast, include things like AI-powered chatbots. These could provide solutions to common problems and answers to everyday questions and undeniably play an important role in any self-service portal. However, customers also need to know that a human team is at their disposal. That’s why effective digital branch offices also incorporate interactive features like messaging, document collaboration, meetings, and video conferencing.

Customers need to know that a human team is at their disposal. That’s why effective digital branch offices also incorporate interactive features like messaging, document collaboration, meetings, and video conferencing.

Despite the fact that AI is often seen as the dehumanization of customer-company relationships, it can in itself have the opposite effect. The economic case of chatbots, for example, is clear. Even the largest companies simply don’t have the human resources to stay in touch with their customers around the clock. In many companies, sales and support teams already spend entire working days managing customer engagement. However, many routine operations are easily repeatable. AI in digital marketing can automate these routines, while freeing up valuable hours for people so employees can readily serve customers whose needs require a human touch.

How to use AI in digital marketing: deliver personalized and interactive customer experiences

Establishing the optimal combination of AI-based and human-based digital connections enables companies to deliver personalized and responsive service. With a branded OneStop portal, businesses can take advantage of a complete and integrated suite of communication and collaboration tools, which employees and customers can access from any Internet-connected device. Additionally, as each digital interaction adds to a verifiable data trail, AI can then help decision makers make informed decisions using data-driven information. In this respect, far from replacing humans, artificial intelligence increases their capabilities by helping them automate routine operations and make sense of large-scale customer interactions. Thanks to this information, companies can continuously improve their offer and better manage persistent relationships at all levels.

As each digital interaction adds to a verifiable data trail, AI can therefore help decision makers make informed decisions using data-driven information. Final words

It is essential that brands, especially those in high-touch industries such as professional services, understand the difference between the roles of digital, artificial intelligence in digital marketing, and human digital experiences. Both can work together to achieve extraordinary results on virtually any scale. Marketing technology can make customer experiences more human by providing people with tools that improve their skills and allow them to focus on what they do best by building real relationships, being empathetic, and making sense of complicated situations. And there’s no better way to do this than through a OneStop digital subsidiary readily available to its customers.

Moxtra’s just-in-time platform powers OneStop branded apps for customer engagement and collaboration in today’s digital age. Contact us today to get started with an app for your business.

Written by Moxtra

Check out other articles written by Moxtra for this series of articles on Marketing Innovation Thought Leadership: Digital Customer Experience, Marketers Play Key Role in Unifying Goals

Adapting your brand to a digital world

How customer convenience strengthens brand loyalty in today’s digital age

[ad_2]