"DATA-DRIVEN MANUFACTURERS CX IS ESSENTIAL FOR TO UNLOCK CUSTOMER INSIGHTS AND MAKE INFORMED DECISIONS"

Vasudeva Rao Munnaluri, RVP, India & SAARC, Zendesk underlines the importance of data driven customer experience (CX) in manufacturing and how these technologies are assisting manufacturers in finding new revenue opportunities in an interview with Nisha Shukla

- Nisha Shukla

What benefits do manufacturers stand to gain when they use Al-powered customer experience (CX) solutions?

Al helps manufacturers stay consistent, understand their customers better and gain actionable insights. In the CX context, this means being able to identify knowledge gaps and customer-facing issues before they spiral into bigger problems and reduce manual and repetitive work like warranty claims and order processing. A simple form submission can connect all the necessary customer information up front, including photos and customer details, with backend processes kicking off automatically. This efficiency is critical to manufacturers who want to scale up their business without adding excessive cost and complexity.

In essence, AI adds an intelligence layer that helps manufacturers recognise and anticipate customer needs. For example, AI can help manufacturers identify trends regarding demand and supply and streamline operations accordingly. In addition, intelligent chatbots powered with generative AI can help them achieve empathy at scale, ensuring responses are crafted in the right tone and handed over to live agents seamlessly to deliver an outstanding customer experience.

Zendesk's CX Trends Report 2023 found that by investing in CX, manufacturing companies have improved their first response time by 30 per cent, deflected 50 per cent of tickets with bots and reduced average first reply time by 30 minutes. With the right solutions, manufacturers don't have to spend heavily on IT infrastructure to build the AI solutions themselves. Intelligent CX solutions that integrate seamlessly into existing tech stacks already exist, making them far more accessible and easier to adopt.

What is the importance of data driven CX in manufacturing?