Every year seems to bring more channels, more data, and higher, changing customer expectations. The good news for CX professionals, however, is that technology is evolving just as quickly. Artificial intelligence (AI) and machine learning, which once felt inapplicable or inaccessible to customer experience teams, now have the potential to transform the way we approach CX initiatives.
Creating and analyzing customer experience surveys is a great example of how AI and automation can enhance CX. From our experience, leveraging AI in surveys offers three key benefits: improved efficiency, increased engagement, and deeper insights.
Increase efficiency across the survey process with AI
Artificial intelligence can dramatically streamline and improve the creation of customer experience surveys. For example, GenAI can craft questions more quickly and efficiently than humans. Not everyone is a writer – and that’s okay. With AI, CX professionals easily generate specific survey questions tailored to the target audience and based on the past performance of similar questions or topics.
The benefits of these capabilities are huge. CX teams can create better more targeted surveys more quickly. That not only expedites the process of receiving and acting on customer feedback, it gives teams hours (or days!) back into their lives with which to add more value to the business. Instead of spending time crafting the perfect question or adjusting logic parameters, CX professionals can focus on what matters: the customer.
Gain deeper customer insights with AI for survey data analysis
Using AI in surveys not only makes it easier and faster for CX teams to create surveys. It also adds incredible power to the survey analysis process.
With AI survey analysis tools like Alchemer Pulse, CX teams can aggregate and analyze huge amounts of data. For surveys specifically, it becomes far simpler to extract trends, sentiment, and meaning from open-ended questions. Any issues with scale go away; you can ask as many customers as many open-ended questions as you want (within reason and best practices, of course.) As a result, you gain the insights that only come from your customers’ own words.
It doesn’t stop with surveys, though. The right AI analysis tool enables teams to pull feedback data from all of their sources, including support interactions, digital feedback, app store ratings, review websites, social media and more. Open-text analysis cuts through the noise that makes open-ended feedback so challenging and reduces the time and costs associated with manual reviews. With open-text analysis tools, you can discover what your customers are thinking and feeling in real time – not months later when you finally get through all the feedback.
Automate and personalize surveys to boost customer engagement
AI-powered survey analysis doesn’t only open the door to more dynamic customer feedback. It also provides data that makes it easier to customize surveys, which in turn boosts engagement and completion rates.
New automation capabilities, based on sophisticated integrations, pull in data from other business systems like CRMs to personalize surveys for individual recipients. Automated survey logic can be used for customizations, too. If an initial question asks a respondent to rate their satisfaction level, for instance, built-in automations can tailor the next set of questions based on that response – and not just once. With automated branching, the entire survey can be dynamic.
Tools like Alchemer Pulse can also analyze historical data to optimize when, where, and to whom surveys are sent. Automatically targeting the right customers at the right moments in their experience through the right channel makes it easier and more efficient to engage with your audience.
This level of automated customization brings tremendous advantages. It makes surveys feel more relevant, personal, and authentic. That makes customers feel more heard and more likely to complete not only that survey, but future surveys as well. The survey process becomes quicker, less frustrating, with less friction. Taken together, these experiences increase customer satisfaction, build brand equity, and put feedback into CX teams’ hands faster and more accurately.
Don’t forget the human touch
It’s clear that AI and automation bring significant benefits to the process of collecting and analyzing customer feedback. But like anything else, it’s not a silver bullet. Yes, using AI in surveys can make it faster and easier to create, execute, and analyze them. You just can’t forget the human touch.
Our advice: human oversight is still important. AI is a wonderful way to get started. Use it to get ideas, leverage past learnings, streamline workflows, and dig into the data. Then use your education, experience, and gut to deliver the best possible experience for your customers. The combination of AI technology and expert CX teams is a recipe for real, measurable business impact.
Discover how Alchemer leverages AI and automation to revolutionize your feedback strategy. Learn more about Alchemer Pulse, the AI-driven text analysis solution specifically built for customer experience and feedback programs.
Explore these additional resources:
- Customer Stories – Discover how our customers have leveraged Alchemer to enhance their feedback programs.
- Integrations – Browse our extensive list of prebuilt integrations. If you don’t see what you need, our low-code design lets you connect Alchemer to nearly any platform via our API.
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