This piece was specially written for the Tony Robbins blog by technology entrepreneur and artificial intelligence expert, Ben Lamm.
Anyone who runs their own business knows that customers are everything. They’re the backbone of a successful company, and they can be the most difficult to keep happy. Achieving real customer satisfaction is part of the thrill of entrepreneurship, but it’s also one of its great stressors.
I previously wrote about how AI can help your small business. AI is becoming more affordable, accessible, and easier to implement, and as it becomes more feasible for small businesses to incorporate, entrepreneurs are realizing how valuable the technology can be. From website building to copyediting, AI can serve as your jack of all trades. But perhaps the biggest difference that AI can make for your company is through the way you interact with customers. AI can help you achieve higher quality customer engagement without requiring any more of your time.
Engagement 24/7
Just as your business now requires a social media presence so that your customers can find and contact you, AI interactions will soon be must-haves for your company. Customers are coming to expect quick and automated information when and how they need it. Most customers expect near-instantaneous responses to their query, and they want the option to connect 24 hours a day, seven days a week. That demand is not something that can be easily met by most small businesses manually.
Still, if you’re like most business owners, you’re probably hesitant to hand over customer satisfaction to an AI. You live or die by your customers, and automating those engagements seems dangerous or crazy. I get it. But the truth is, your customers more than likely want an automated response to their questions, especially when it’s convenient, accurate, and always available. As long as their question gets answered, or their problem is resolved, the how doesn’t matter to customers.
In fact, the 2018 State of Chatbots Report found that 69% of consumers prefer chatbots for quick communication with brands. By implementing an AI chatbot in your small business, you speak to this majority and better serve you customer needs — answering their simple questions and making connections 24/7, and communicating through the channels they actually prefer.
