Bacancy Bacancy
  • Customers

      Fortune 500 Clients

      Verizon
      Verizon
      The Container Store
      The Container Store
      KPMG
      KPMG
      Academy Sports & Outdoors
      Academy Sports & Outdoors
      Bangkok Bank Ltd
      Bangkok Bank Ltd
      The Children's Place
      The Children's Place
      Edward Jones
      Edward Jones
      Franklin Templeton
      Franklin Templeton
      AdviceWorks
      AdviceWorks
      NatWest Markets
      NatWest Markets
      Bridgestone
      Bridgestone
      United Parcel Service
      United Parcel Service

      Technologies

      React JS VueJS Angular JS React Native Flutter Full Stack
      Ruby on Rails Node JS Golang PHP AI & ML Java
      Python Salesforce DevOps Block Chain Mobile App Embedded & Hardware
      Explore All
      skype-icon

      Skype ID

      bacancy
      gmail-icon

      Email Us

      [email protected]
      call-yellow-icon

      USA

      +1 347 441 4161
      wp-icon

      Canada

      +1 416 907 6738
  • what we do

      Experience

      Digital Workplace Services Product Enhancement

      Insights

      AI & Automation Data Analytics

      Innovate

      Blockchain Software Engineering Services Internet of Things (IoT) Data Science Artificial Intelligence Machine Learning

      Accelerate

      Agile & DevOps Cloud - Bacancy Combalt Digital Process Automation Open Source Microsoft Dynamics Salesforce

      Assure

      Quality Assurance IT Staff Augmentation

      Embedded & Hardware

      Product Engineering Analog Design Services FPGA Engineering Service Wireless Design Embedded Software Design

      not list

      Hardware Engineering Power Engineering IoT Hardware
      skype-icon

      Skype ID

      bacancy
      gmail-icon

      Email Us

      [email protected]
      call-yellow-icon

      USA

      +1 347 441 4161
      wp-icon

      Canada

      +1 416 907 6738
  • who we work with

      Industries

      Banking Financial services & Insurance Startups Oil & Gas

      not list

      Healthcare Life Science Real Estate & Construction Logistics
      bacancy

      Let’s grow together Partner with us

      get quote
      skype-icon

      Skype ID

      bacancy
      gmail-icon

      Email Us

      [email protected]
      call-yellow-icon

      USA

      +1 347 441 4161
      wp-icon

      Canada

      +1 416 907 6738
  • about us

      Culture

      Agile Mindset Bacancy Values Bacancy Culture

      About Company

      About Us Leadership Team Awards & Recognition Infrastructure

      not list

      Customer Reviews Our Locations Partnership Media Coverage

      WE ARE

      GREAT PLACE TO WORK - CERTIFIEDTM

      Building and sustaining High-Trust, High-Performance CultureTM

      Bacancy Great Place to Work
      skype-icon

      Skype ID

      bacancy
      gmail-icon

      Email Us

      [email protected]
      call-yellow-icon

      USA

      +1 347 441 4161
      wp-icon

      Canada

      +1 416 907 6738
  • technology

      Front End

      Angular Reactjs Vue.js UI/UX

      Platforms

      MS Dynamics Salesforce

      Back End

      Ruby on Rails Node.js Golang Laravel .NET Java Python

      Mobile

      React Native Flutter Android iOS

      Cloud

      AWS DevOps

      QA

      Automation Testing Software Testing

      Embedded & Hardware

      Embedded
      bacancy

      World-class expertise,Delivered

      get quote
      Explore All
      skype-icon

      Skype ID

      bacancy
      gmail-icon

      Email Us

      [email protected]
      call-yellow-icon

      USA

      +1 347 441 4161
      wp-icon

      Canada

      +1 416 907 6738
  • PRODUCTS

      EV Products

      Battery Management System Motor Controller DC Charger CCS2 Controller Explore All

      not list

      BMS Manufacturers and Suppliers
      bacancy

      Let’s grow together Partner with us

      get quote
      skype-icon

      Skype ID

      bacancy
      gmail-icon

      Email Us

      [email protected]
      call-yellow-icon

      USA

      +1 347 441 4161
      wp-icon

      Canada

      +1 416 907 6738
Get Quote

Bacancy

Bacancy represents the connected world, offering innovative and customer-centric information technology experiences, enabling Enterprises, Associates and the Society to Rise™.

12+

Countries where we have happy customers

800+

Agile enabled employees

06

World wide offices

10+

Years of Experience

05

Agile Coaches

14

Certified Scrum Masters

1000+

Clients projects

1458

Happy customers

  • Customers
      Technologies
      • React JS
      • Angular JS
      • Vue JS
      • Node JS
      • AI & ML
      • Explore All
      Fortune 500 Clients
      • Verizon
      • The Container Store
      • KPMG
      • Academy Sports & Outdoors
      • Bangkok Bank Ltd
      • The Children's Place
      • Edward Jones
      • Franklin Templeton
      • AdviceWorks
      • NatWest Markets
      • Bridgestone
      • United Parcel Service
  • What we do
      Experience
      • Digital Workplace Services
      • Product Enhancement
      Insights
      • AI & Automation
      • Data Analytics
      Innovate
      • Blockchain
      • Software Engineering Services
      • Internet of Things (IoT)
      Accelerate
      • Agile & DevOps
      • Cloud - Bacancy Combalt
      • Digital Process Automation
      • Open Source
      • Microsoft Dynamics
      • Salesforce
      • Service Experience Transformation
      Assure
      • Testing
      • Resource Augmentation
      Embedded & Hardware
      • Product Engineering
      • Analog Design Services
      • FPGA Engineering Service
      • Wireless Design
      • Embedded Software Design
      • Hardware Engineering
      • Power Engineering
      • IoT Hardware
      • AL/ML
  • who we work with
      Industries
      • Banking Financial services & Insurance
      • Startups
      • Oil & Gas
      • Healthcare Life Science
      • Real Estate & Construction
      • Logistics
  • About Us
      About Company
      • About Us
      • Leadership Team
      • Awards & Recognition
      • Infrastructure
      • Our Locations
      • Partnership
      Culture
      • Agile Mindset
      • Bacancy Values
      • Bacancy Culture
  • Technology
      Front End
      • Angular
      • Reactjs
      • Vue.js
      • UI/UX
      Platforms
      • MS Dynamics
      • Salesforce
      Back End
      • Ruby on Rails
      • Node.js
      • Golang
      • Laravel
      • .NET
      • Java
      • Python
      Mobile
      • React Native
      • Flutter
      • Android
      • iOS
      Cloud
      • AWS
      • DevOps
      QA
      • Automation Testing
      • Software Testing
      Embedded & Hardware
      • Embedded
      Explore All
  • Products
    • Battery Management System
    • Motor Controller
    • DC Charger CCS2 Controller
    • BMS Manufacturers and Suppliers
    • Explore All
  • Careers
  • Work @ Bacancy
  • Blogs
  • Resources
  • Customer Reviews
  • Contact
  • Get Quote

Artificial Intelligence + Machine Learning = Great Customer experience

AI+ML=CE
Last Updated on May 16, 2022
February 15, 2019 6 min read

In today’s digital era, digital transformation is atop, gone are the days of offering courteous and superficial customer interaction. To satisfy the customer using the right tone of voice has no more space in this digital era. Earlier, businesses were required to ensure how their agents were hitting the target KPIs such as average wait time, average handle time, talk time, follow-ups – all of these metrics are still significant, but customer service industry has realized that CX – customer experience is king.

To enhance the customer experience one of the best ways is to set your business apart from the herd and leverage the benefits of higher ROI. As of 2018, 84% of organizations have surveyed in the Global Customer Experience Benchmarking Report and acknowledged that CX is indeed key differentiator and 81% of them have identified customer experience as a cost-saving effect. However, customer service businesses, like call centers have a long way to go in delivering quality customer experiences.

Salesforce “state of the connected consumer” report 2018 surveyed 6,723 global customers and buyers. Salesforce identified that 63% of buyers and 66% of customers would no longer be part of the enterprise if they don’t have personalized experiences with vendors or businesses. 58% of the customers felt that the information received from the executives are impersonalized or scripted one. 68% of the customers wanted the agent to have in-detail knowledge of their history with the organization.

Fortunately, the customer service industry is successfully revolutionizing customer experiences. The advancement in artificial intelligence and rise in digitization of customer interaction have hatched innovations in bespoke customer service.

Digital Transformation:

“By 2020, customers will manage 85% of their relationship with the enterprise without interacting with a human.”

Gartner, A global research and advisory firm

The phone has taken over the person to person and traditional customer service. The first and foremost seismic development was various available channels for communication. Customers are no longer required to get in touch with an agent though call; they can approach any convention medium for them like, live chat, email, video chat, fax, text, or any available social media platform. Not all of them are offering 360 omnichannel competences, but most of them are developing or have already developed for the best customer experience.

How is this beneficial for customer service providers?

Customers are more engaged and aware of their treatment and experiences across digital channels than ever as consumers are expecting personalization and reliability on their convenient platform while interacting with the agents. Thankfully AI – artificial intelligence and ML- machine learning is rising to meet this challenge and fulfill the criteria.

Demystify: Artificial Intelligence and Machine Learning

AI is a computer program that programmed in a specific way to perform assigned tasks like, monitor customer buying behavior, identify spam email, assist the driver to take right route in rush traffic hours, and many more.

AI is all about the data – accumulate the data, examine it and make predictions.

AI is widely used in situations where historical patterns are covered in the data and accumulating those data future predictive actions is possible. This is where Machine learning comes in the picture. ML makes use of statistical techniques to educate computer systems to learn gradually to increase performance on the assigned task, without the need for explicit coding.

Is Machine Learning Just A Subset Of Artificial Intelligence or More?

With the evolving technology and the voices of Alexa, Siri, Cortana and Google Assistant everywhere, machine learning is not an unfamiliar term. Machine learning is a subset of Artificial Intelligence (AI) which more of lets the machine to evaluate the data and learn by itself. Machine learning has developed those algorithms which by itself collects data and learn by themselves.

Here are Five ways AI and machine learning can be used to give your customers the digital experience they deserve:

24*7 Customer Support and Chatbots:

There were times, whenever you order a product from an eCommerce website and want to know the delivery status or raise a complaint about refund or replacement in case of a defective product. You end up calling customer support holding the call for at least 15 minutes and waiting for the executive to explain your issue and get it resolved. However, the process can be automated entirely with NLP – natural language processing and chatbots.

,p>Amazon is the perfect example to understand the issue. Click on contact us form, select your problem from the list and go forward. I experienced product cancelation and refund procedure in under two minutes without having the assistance of a representative.

Highly-Personalized Customer Experience:

AI collects the data about what your customers do and educates about behavioral factors that drive their behaviors. You can consider Facebook’s Newsfeed as an example. The news feed of the most popular social media site uses machine learning to personalize the newsfeed of each of its users. If you frequently interact with any of your friend’s posts then the algorithm will show up your friend’s activity at first of your feeds. The background of the software will do an analysis of your activities, update the statistics and similarly prepare your newsfeed. If the algorithm finds any change in your activity then it will adjust the newsfeed accordingly with the desired changes.

Real-time AI for Customer Engagement.

Name any marketing company that has the potential to serve customers 24*7 in an engaging way- no one, right? However, AI consulting and machine learning can be used for real-time customer segmentation by personalized interaction and helping them to resolve their issues. Combining human and chatbots it is possible to escalate complex engagements, optimize efficiency and improve ROI.

Actionable Insights

Earlier, businesses were completely blind about when a customer might purchase and why didn’t. These fundamental questions were a matter of gut-thinking and assumption. Now you have accurate data about the customer’s previous journey. So you can leverage those data and build actionable insights with the use of those data. Even more, things can be done, and the market can be explored that was not at all possible earlier.

AI and Automation Makes Us More Human, Not Less

Chatbots are smartly programmed to assist us with our routine queries such as, help me reset my password, get me black Nike shoe, so we – humans can invest our time to deal with the issues that require human efforts to resolve. There is no need for a human in the call center and wait for 15 minutes to answer a simple question that can be fixed by the bots in less than 5 seconds. AI and ML are helping us invest our time wisely, instead of wasting our time to solve a query that can be resolved by chatbots.

Customer Experience is King and Robots Can and – Will Change Our Lives In Very Near Future

Even though it sounds similar to the 10th time remake of some odd science fiction flick – these predictions may not be wrong at all.

One thing is for sure that businesses are required to be revolutionized about how they are interacting with their customers. The customer experience is transforming, and the shift towards digitalization and personalization is in progress. Today’s customers are expecting that their history, preferences, current issues everything should be taken care of and based upon that solution is given, so he/she can make an informed decision.

This is where AI and machine learning comes in, and it seems like they will continue to shine. AI and machine learning development ensure to offer personalized experiences that empower your customers to leverage the digital expertise and deliver top-notch customer support in a more efficient, productive and enjoyable way.


Expand Your Digital Horizons With Us.

Start a new project or take an existing one to the next level. Get in touch to start small, scale-up, and go Agile.


Or
E-mail us : [email protected]

Your Success Is Guaranteed !

Related Articles

Cost to Hire Golang Developer
Paridhi Wadhwani

May 20, 2022

Golang

How Much Does It Cost To Hire Golang Developer?

By : Paridhi Wadhwani

Quick Summary: With the introduction of the notion of the Internet of Things (IoT), the market need for system software developers has skyrocketed. Initially, most...

9 Minute Read
Read More
Middleware Pipeline in VueJS
Archita Nayak
Santosh Yadav

May 16, 2022

Vue.JS

How to Implement Middleware Pipeline in VueJS?

By : Archita Nayak & Santosh Yadav

Introduction A middleware is one of the most commonly used terms in web development that act as an intermediate between two applications or services. The...

7 Minute Read
Read More
Why use Ruby on Rails
Mrinal Saraswat

May 13, 2022

Ruby on Rails

Why Use Ruby On Rails?

By : Mrinal Saraswat

Quick Summary: In this speedily technology-driven world, it is crucial to understand which technology you are using to build your next-gen web application. As many...

13 Minute Read
Read More

How Can We Help You?

india India (HQ)

1207-1210, Time Square, Thaltej-Shilaj Road, Ahmedabad

USA USA

4995 NW 72nd Ave, Suite 307 Miami, FL 33166

canada Canada

71 Dawes Road, Brampton, On L6X 5N9, Toronto

australia-flag Australia

351A Hampstead Rd, Northfield SA 5085

UAE UAE

1608 Clover Bay, Business Bay, Dubai, UAE. PO Box 62049

sweden Sweden

Junkergatan 4, 126 53 Hagersten


Great Place to Work

Get in Touch

call-yellow-icon

Contact Number

+1 347 441 4161

gmail-icon

Email Us

[email protected]


  • Brochure
  • Quality Assurance
  • Resources
  • FAQs
  • Customer Reviews
  • Tutorials
  • Privacy Policy
  • Sitemap
  • Contact Us
  • Employee
  • bacancy google review 4.6
    bacancy google review
    bacancy glassdoor review 4.5
    bacancy glassdoor review
    bacancy clutch review 4.8
    bacancy clutch review
    bacancy goodfirms review 4.5
    bacancy goodfirms review
    X

    Get Our Newsletter

    Be The First To Get The Latest Updates And Tutorials.

    Request A Free Consultation