How Brands Are Leveraging AI To Streamline The User Experience
The incorporation of chatbot options into their services allows brands to provide intuitive onboarding to their consumers, simplifying the user experience through AI processing of information
While a data-based world allows us to build services and products, it also requires complicated processes of acquisition that can be tedious if not overwhelming. This is why businesses are increasingly implementing artificial intelligence to simplify their data-based services. Here’s how 5 brands are turning to chatbots and voice programs to allow users to easily input information and receive personalized instructions for complex or unfamiliar processes, resulting in a customer onboarding journey with minimal friction.
Bing created chatbots embedded into search results to allow customers to interact with businesses to get their basic questions answered. The bot, which is available across channels and platforms, answers users questions based on pre-answered questions by business owners, and if there’s a question it can’t answer, the bot will refer the user to a phone number. The bot can also ask business owners additional questions, depending on what information users are seeking. The new information will then be incorporated into the data set the bot uses to respond.
Boston-based startup Talla is using machine learning and natural language processing techniques to design an advanced chatbot that helps new workers get up to speed and be more productive. The startup’s bot helps new employees receive all necessary documents, ask questions and manage to-do lists to get up to speed at the workplace through a Slack-integrated assistant.
Insurance company Lemonade is a property and casualty insurance company that uses artificial intelligence to create personalized insurance policies for each customer, through a 90-second digital conversation with Lemonade’s spunky chatbot, Maya.
Airbnb x Burner
Burner created an SMS-powered chatbot called Hostbot, for hosts of short-term vacation rentals through Airbnb, HomeAway, VRBO, to communicate and provide FAQ with their guests over SMS. The chat integration allows hosts to aggregate questions from different listings, answer guests’ questions over text and automate responses to frequently-asked questions.
KLM worked with AI frontrunner, DigitalGenius, to add automated answers to general repetitive questions from customers without the intervention of a human service agent. The plugin is an opt-in functionality, which users can check the use “KLM on Messenger” to interact with, when booking their flight on KLM.com, to receive their booking confirmation, check-in notification, boarding pass and flight status updates via Messenger.
Intuitive onboarding is just one way that businesses are improving customer’s experiences of their services. For more details on how to enhance user experience, view PSFK’s report Creating A Value-Added UX Through Localized Data.