Are you ready for the AI Customer

An AI customer is a person who interacts with a business using artificial intelligence (AI) technologies. For example, a customer using an AI-powered virtual assistant like Alexa or  Google Assistant and attempting to query a company’s website to get answers to questions about a product or a service, ask for a recommendation or place an order. Such AI systems today are capable of influencing what the Customer ends up ordering. Give a thought to how AI based apps try to capture your mood while playing a song or recommending an exercise. Very soon we might see apps that recommend what to shop and from where to shop just based on how the individual is feeling at that point in time. 

Next in line is AGI, or Artificial General Intelligence that further transforms this game. We have heard of large technology companies investing in AGI research, which if realised, will be a significant leap beyond current AI capabilities, enabling machines to possess human-level intelligence and understanding. AGI will be able to analyse huge amounts of customer data, behavioural patterns, preferences and emotions to develop a deeper understanding of each individual. Based on this understanding these systems will be able to deliver highly personalised experiences from product recommendations to customer service interactions that are perfectly aligned with the individual’s unique needs and desires even before the individual decides to express it. 

While it may appear eerie to some and convenient to others but all this is well set to impact businesses as we are at the verge of this change. These AI Customers would prefer to interact with Businesses capable of handling their needs with a matching speed, agility and intelligence. 

To be ready for this new world, we need to think 24x7 customer service, zero wait time, hyper-personalised support and automated resolutions. Think developing products dynamically and offering them at pricing based on the preferences of the AI customer. While preparing for this new age, Business must also retain trust by ensuring ethical use of information and being transparent, unbiased and fair in how their systems work. As a starting point, start reviewing Data Strategy, since the quality, completeness and accuracy of this Data will be the foundation of whatever AI technology we decide to adopt. Investing in evaluation and adoption of AI tools and talent will help to gain more insights on what and how much can be leveraged for the specific needs of each business. Maintain human oversight to ensure responsible use. This change will also bring up regulatory frameworks for businesses.  Therefore, it’s imminent to stay updated, keep learning and evolving.

I look forward to your views on this subject.

Note: The views and opinions expressed in my LinkedIn posts are solely my own and do not necessarily reflect the views of my current or previous employer.