3 Ways That Even ‘Nonhuman’ AI Can Help You Build More Meaningful Relationships With Your Customers
If there’s one thing that AI can’t do, it’s be human. But that’s not necessarily a bad thing because, even the least sophisticated bots today can analyze massive amounts of data in seconds, spit out mathematical results and continue those tasks nigh on forever. Moreover, the most sophisticated 21st century robots can:
So, while AI tools can’t technically be human (they are still robots, after all), they can do a lot of things only humans could once do. And bots’ sophistication is hardly limited to self-driving cars or board-game world championships: Human or not, this technologycan be used to build healthier, longer-lasting relationships with customers.
One very human experience is giving and receiving feedback, quality feedback. You go to the doctor, and he or she examines you, then diagnoses what’s wrong.
You take a test, your teacher grades it and tells you how you did. You compete in a 100-meter sprint, win, lose or end up somewhere in the middle, and get a medal to prove it. People love this kind of feedback (mostly because we hate uncertainty). Reason: It’s definitive, easy to understand and makes us feel good about ourselves.
In fact, most of us love feedback so much that we’re willing to work harder when we receive it, according to research by the Harvard Business Review.
But what about your customers?
Well, consider chemoWave, a mobile app which helps cancer patients navigate their challenging journey. Users can update their symptoms and conditions, gain personal health insights and share updates with chemoWave’s “Care Team,” all thanks to the AI behind the app.
Here’s how the founder of chemoWave, Matt Lashey, put it when I interviewed him by phone: “If it weren’t for AI technology, we wouldn’t be able to provide our customers with the kind of immediate, custom feedback to their symptoms and behaviors that our users need and crave.”
So, take a lesson here: Your customers want feedback just as much as the next person — on their progress, their correct or incorrect use of your product and how they might quickstart their results. AI, therefore, because it analyzes your customers’ efforts and provides them real-time, user-based feedback, can create just the experience that those customers want and strengthen your business’s brand-user relationship.
In customer support, it’s hard to beat the human touch. Most people just want to talk to a real person and they want to do so as quickly as possible — that hasn’t changed (yet).
