The influence of AI on NPS
The rise of customer experience as the most crucial differentiator for modern businesses has paved the way to a new selection of success metrics. Today’s contact centre leaders are less concerned about the number of calls answered per second and more interested in how many customers get a solution with the first interaction or how often repeat clients are lost.
Net Promoter Score, or “NPS”, is a core KPI within many organisations today. This score effectively measures how likely it is your customers would recommend you to their peers. A high NPS score means that you’re cultivating a community of dedicated, loyal customers who would advocate for your brand. A low score could mean that your service isn’t up to scratch.
So, what impact does AI in the CX world have on your net promoter score?
Your Net Promoter Score is influenced by anything that changes the way that your customers feel about you. The speed of your service, how much effort your customer needs to exert to contact you, and the number of customer support channels you offer can all have an impact.
As a solution designed to empower the agents that serve your customers and offer more opportunities to clients themselves, AI has a direct impact on your reputation and NPS potential. Just some of the ways that AI can improve NPS include:
Today’s customers care more about the experience that companies can give than anything else. With artificial intelligence, it’s possible for contact centers to give their customers the kind of meaningful interactions they’re looking for on any channel. What’s more, because AI is excellent at collecting and sorting through data, companies have a valuable way of tracking the outcomes of their initiatives.