Thola ukuthi i-AI nedatha ingaluguqula kanjani uhambo lwamakhasimende, ithuthukise ukwaneliseka futhi ikhuthaze ukukhula kwebhizinisi.
Kusukela ekubhukheni incwadi yomtapo wolwazi ku-inthanethi nokuyilanda mathupha, ukuya emtholampilo wezempilo nokuthola imiphumela yokuhlolwa ngomlayezo wombhalo, ukusebenzisana kwe-omnichannel kwenze ukuzizwisa kwekhasimende kwaba ngcono cishe kuyo yonke imikhakha yempilo. Akumangazi-ke ukuthi kuthathwe ngokweqile kwe-e-commerce, futhi.
Umbiko omusha we-Infobip uthola ukuthi u-68% 'wabathengi bezenhlalo', ingxenye enkulu yamakhasimende esimanje eshiwo embikweni, balindele ukuxhumana okungenazihibe phakathi kweziteshi njengokujwayelekile.
Khonamanjalo, ucwaningo lwemboni manje selukhombisa ukuthi ezokuxhumana ngomkhiqizo ezisebenzisa okungenani iziteshi ezintathu, uma ziqhathaniswa nalezo ezethulwe esiteshini esisodwa nje, zinezinga eliphezulu lama-494%.
Ngenxa yalokho, amabhrendi aya ngokuya emukela zonke iziteshi ezingaba khona - kusukela kuma-imeyili kuya kuma-chatbots, izingcingo zezwi kuya kunkomfa yevidiyo - ukuxhumana namakhasimende, ukuthuthukisa uhambo olusuka ekupheleni, nokuletha okuhlangenwe nakho okucebisayo.
Kodwa ukwaneliseka kwamakhasimende ngokushesha akuyona inzuzo yodwa yokumaketha kwama-omnichannel. Indlela enamasu amaningi, yesikhathi eside ibona amabhizinisi esebenzisa idatha kusuka kulokhu kuxhumana ukuze akhe amakhasimende awo ukuzizwisa okuhle kakhulu, asuke ekuzishintsheni abheke ekwenzeni kube ngokwakho.
Ngakho-ke, ungaluthuthukisa kanjani uhlobo lwakho lomkhiqizo ukusuka ku-omnichannel ukuya kowazi konke? Ake sibheke.
Ibamba ukunaka kwamakhasimende
Noma ngabe ukusebenzisana kwasesitolo, ama-chatbots e-AI, ama-ejenti abukhoma, izikhungo zokuxhumana zedijithali noma ngale kwalokho, isidingo samakhasimende siyefana. Bafuna ukuzizwisa komuntu siqu okunomlayezo ongaguquki, futhi ukuletha lokhu sekuyisidingo sezinkampani ezidayisayo.
Ibhrendi ingaba nomkhiqizo ongcono kakhulu emakethe kodwa uma ulwazi lwekhasimende kuwebhusayithi lukhohlisa ukuze lukhohlise, ngeke luwuthenge.
Amakhasimende anezinketho eziningi ezandleni zawo ezimakethe zanamuhla kangangokuthi umkhawulo wephutha awukaze ube mncane, ngakho amabhizinisi adinga ukubeka phambili ukuvumelana kwezwi kuzo zonke iziteshi.
Ngokwenza kanjalo, amabhizinisi angakha ubudlelwano obuqinile namakhasimende awo, andise ukwaneliseka kwamakhasimende, futhi ekugcineni aqhubekisele ukukhula kwebhizinisi ngokuhlanganisa idatha nokusebenzisa iziteshi eziningi zokusebenzelana. Ake sihlole amandla alokhu kwenza ishaneli yonke ibe ngokwakho.
Ukusebenzisa amathuluzi afanele nobuchwepheshe
Nakuba imikhiqizo yenze intuthuko enkulu ekusebenziseni idatha ukuze yenze kube ngokwakho ukuzizwisa kumakhasimende abo, abathengi abangu-56% basanomuzwa wokuthi i-CX yabo ijwayelekile kakhulu - okushiya igebe elikhulu phakathi kwama-71% alindele umlayezo ohlotshaniswayo. Namuhla, cishe bonke (amaphesenti angu-92) abakhangisi bayavuma ukuthi ukwenza kube ngokwakho kuyadingeka nokuthi uma ungakulungiseleli ukumaketha kwakho, kungenzeka ulahlekelwe ukunakwa okuyigugu kwamakhasimende.
Nakuba ukuziphatha nokuthandwayo kwesiteshi kuhlala kuvela, siyazi ukuthi abathengi balangazelela ukuxhumana nabantu, okuzwelayo, okomuntu siqu kuyo yonke indawo. Ngakho-ke, ukuze kuhlangatshezwane nezilindelwe zesimanje, amabhrendi adinga ukuletha uhambo lomthengi olwenziwe ngendlela oyifisayo, oluhlelekile kuzo zonke iziteshi, kusukela kuwebhu nezenhlalo, kuya ku-imeyili neselula, izidingo zamakhasimende ezilindele futhi ukuhlangabezana nazo kungakhathaliseki ukuthi uthinta kuphi. Kodwa lokhu kwenzelwa umuntu ngezinga elithile akunakwenzeka ukuthi abasebenzi basebenze ngesandla. Esikhundleni salokho, amabhrendi kufanele asebenzise amathuluzi e-automation kanye ne-AI ukuze akhulise ukuzibandakanya ngenkathi enciphisa izinsiza.
Kungani ukwenza kube ngokwakho kubaluleke kangaka
Ukwenza kube ngokwakho ishaneli yonke ngempumelelo kudinga ukuhlaziywa kwedatha yekhasimende ukuze kwambulwe lokho akufunayo nezidingo zabo, ukuze ukwazi ukuhlela imilayezo yakho ngendlela efanele. I-AI ingadlala indima enkulu lapha, futhi kunezinhlobo ezahlukene ezingase zisetshenziswe amabhrendi, kusukela kubuhlakani bokwenziwa kuye ekufundeni komshini (ML) kuya ekucubungulweni kolimi lwemvelo (NLP).
Kodwa ekugcineni, lawa mathuluzi wonke anikela emgomweni ofanayo - ukuqoqa nokuhlaziya inqwaba yedatha yekhasimende, kusukela ekusebenzelaneni kwendawo yokuthinta kuya emlandweni wokuthenga, ukuze amabhrendi akwazi ukwenza imilayezo yawo ibe ngeyakho futhi alungiselele isigaba ngasinye sohambo lomthengi. Le nqubo isiza ukukhulisa ukusebenzelana kwamakhasimende futhi ikhulise inani lokuphila kwekhasimende, kodwa akuyona kuphela inzuzo yokwenza kube ngokwakho. Izinzuzo ezinomthelela ngokulinganayo zihlanganisa:
- Izinga lokuguqulwa eliphezulu: Amakhasimende azizwa eqondwa futhi aziswa maningi amathuba okuthi athenge. Ukwenza kube ngokwakho i-Omnichannel kuyabakhuthaza ukuthi bathenge ngoba baxhumana nekhasimende ngalinye ngendlela elizwana kangcono nalo, noma ngabe lokho ku-inthanethi, mathupha, ngocingo, ngengxoxo ebukhoma, nokuningi.
- Izindleko zokusebenza eziphansi: Kunokuba uqondise amakhasimende amasha ngesu elibizayo lokumaketha le-scattergun, ukwenza kube ngokwakho okunamandla e-AI kunika amandla amabhrendi ukukhomba izethameli ezingcono kakhulu zabathengi kumkhankaso ngamunye. Le ndlela izonciphisa izindleko ngokuguqulwa ngakunye, ivumele amaqembu noma atshale kabusha izinsiza ekumaketheni okuthuthukisiwe.
- Ukuhlukaniswa okuqinile kwedatha: I-AI ingakwazi ukuhlonza futhi yakhe amasegimenti edatha yekhasimende ngokusekelwe kuzici ezabiwe ukuze isize amabhrendi aqonde, futhi akhange, izidingo zawo namanani. Kuyasiza futhi ukugwema ukuchema kwabantu, njengokujwayelekile kanye nezinkolelo-ze, ukukhanyisa ukukhanya okucacile kokuthi amakhasimende akho angobani ngempela.
Ungakusebenzisa kanjani ukwenza ngezifiso i-omnichannel enikwe amandla yi-AI
Kunezindlela eziningi ongasebenzisa ngazo i-AI ukuze udale inani lamakhasimende akho.
Okusobala kakhulu kungase kube ukuhlaziya ukuziphatha komsebenzisi nedatha yethrafikhi ukuze wenze izincomo eziqondile kumakhasimende akho, isibonelo ukuphakamisa imikhiqizo efanelekile ngokusekelwe ekuhlanganyeleni kwe-chatbot yomsebenzisi namakhasi abukwe ngaphambilini. Kodwa ukwenza kube ngokwakho kungaba khona kulo lonke uhambo lwamakhasimende.
Isibonelo, uma i-algorithm yakho ye-AI ibona ukuthi ikhasimende lihlala livakashela ikhasi lomkhiqizo ngaphandle kokuthenga, lingalithumela nge-imeyili ikhodi ethile yesaphulelo ukuze libakhuthaze ukuthi bathenge into. Ingakwazi ngisho nokuhlaziya ukusebenza kwama-imeyili ekhasimende wangaphambilini, ukuhlonza izinhlobo ezisebenza kahle kakhulu zemiyalezo kanye nesikhathi esingcono kakhulu sosuku sokuthumela.
Okwamanje, okuqukethwe okuguquguqukayo kukuvumela ukuthi ulungise amakhasi akho ewebhu afanele ikhasimende ngalinye - cabanga i-Amazon kanye nezigaba zayo 'ezihlobene nezinto ozibukile' - ukuze zibe ngcono izintshisekelo zazo. Futhi ama-chatbots e-AI/NLP athuthukayo angafinyelela kumakhasimende akho ngokuqhubekayo, njengokuthi asebenzise isikhathi eside ekhasini elilodwa, ukuze anikeze ukwesekwa kwengxoxo noma iseluleko. Akumangazi ukuthi ucwaningo lubonisa ukuthi ama-chatbots ewodwa angakhuphula ukuthengisa ngo-67%.
Ekugcineni, ayikho indlela eyodwa noma ichashazi elisiliva lokubandakanya ukwenza kube ngokwakho okubanzi. Ngosizo lwamathuluzi afana ne-AI, amabhrendi kufanele ahlole njalo, alinganise, futhi acwengisise ukumaketha kwawo ukuze athuthukise ulwazi lwamakhasimende awo ngokuqhubekayo. Ngaleyo ndlela, ungakwazi ukuletha imilayezo efanele, efika ngesikhathi, neyomuntu siqu ngezindlela naseziteshini ezithinta izithameli zakho kakhulu.
Mayelana Nombhali: UJames Stokes uyiNhloko Yezamabhizinisi yase-UK kwa-Infobip, inkundla esebenza ngokukhethekile ngamathuluzi okubandakanya amakhasimende aqhutshwa yi-AI.
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