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The Effect of AI on Consumer Experience



We are at the cusp of an AI revolution, where technology that was once reserved for the realm of science fiction is now rapidly infiltrating our daily lives and its increasing presence is hard to miss. From smart appliances in our homes to personalized recommendations on our streaming services, to support several industries at hyperscale, AI is making our lives easier and more convenient.

Today, AI is poised to become even more pervasive, as advances in hardware, algorithms, and data management capabilities make it more accessible and effective than ever before. AI integration is also enabling businesses to leverage the power of data and automate routine tasks, thus improving their bottom line and enhancing customer experiences.

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At its core, AI entails the development of computer systems capable of performing tasks that would typically require human intelligence. These systems are designed to be able to learn from experience, adapt to new situations, and make decisions based on data rather than explicit programming. AI has extensive applications right now, including self-driving vehicles, virtual assistants, home automation, healthcare diagnosis, and financial analysis.

In the past few years, AI has been used for managing large-scale data, inventory, and manufacturing. With the growing adoption of natural language processing models, businesses have been integrating AI in user-facing profiles like support and service. With the development of machine learning, robotics, and deep learning even hardware products now have the potential to change user experience by making them more intuitive, connected, and smart.

Personalized experiences

With AI, we now can transform interactions and services by providing personalized experiences without any human intervention. SaaS (Software as a Service) companies have already been using AI to learn user behavior and have been curating personalized experiences.

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We have seen AI-powered chatbots being used to meet customers’ needs and optimize instant support and service. Speedy and effective customer service, which has resulted in quicker response times, with the provision to refer to customer service representatives for more intricate inquiries has been made possible with AI.

OTT platforms use AI to personalize their content recommendations for users, resulting in better viewing experiences, increased engagement, and customer retention. Beauty and eyewear brands are using AI-powered virtual try-on technology to allow customers to check how their products will look on them without having to physically visit the stores. Personalized product recommendations and pricing generated by AI are also greatly enhancing the shopping experience of e-commerce customers.

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Many brands are also integrating AI with their cooking appliance to change the user experience and the way we interact with our home appliances. Having home appliances that are not only smart and connected but also get better and more intuitive with time for every user is where integration of AI is helping personalize the consumer experience.

AI integration in hardware products

When self-driving cars first emerged, claiming to take people to their desired locations with little to no human interference, it was revolutionary. Currently, AI along with machine learning has opened up a whole new world of possibilities for hardware products and consumer experience.

Many companies are building smart appliances that seamlessly integrate AI and automation for improved customer experiences in a range of activities, whether it is cooking or an enhanced experience of controlling something as simple as the lights and fans at home. The outcome of this integration is changing the way people interact and experience appliances. From smart cooking assistants to smart lighting and smart speakers- AI is transforming our daily lives profoundly.

AI is also being used to operate smart devices through the voice command feature of virtual assistants such as Amazon Alexa or Google Assistant. These have taken personalized and customized services to the next level as they can be used to carry out a range of activities from gathering information in multiple languages, playing music, or regulating the lighting in one’s household.

The immense scope of AI in consumer durables

The consumer durables industry has been a success story, with its biggest evidence being the behemoth brands that populate the segment. While India has become one of the largest markets for home appliances, while the Indian buyer is spending $26 billion per year on these purchases, they are still buying products that are designed for the 1970s with technology from the 2000s. The possibility and potential of AI in customer experience for the consumer durable industry are being explored as AI has the potential to transform this space by making smart and connected appliances that elevate daily experiences.

This includes AI-powered home appliances, electronics, and wearables that can provide customized experiences for users. LG Electronics India has a range of televisions featuring AI, aimed to provide an immersive viewing experience. Companies such as Samsung are also working on AI to accurately perceive and predict customer requirements based on their device usage. On the other hand, consumer durable companies can also resort to voice AI that offers round-the-clock support and handle customer calls beyond business hours when human support is unavailable.

India is one of the fastest adopters of consumer technology in the world. Having embraced smartphones, 4G, and smart TVs, the consumer durables market will see more tech-driven growth over penetration-driven growth in the years to come.

AI-based immersive and conversational interfaces are employed by consumer electronics products, and integrated through chatbots and voicebots like Apple’s Siri to provide an impressive experience and increase user engagement. As people are willing to pay for products that meet their needs, AI in consumer durables could result in a significant transformation of the industry as well.

Beyond the benefit of personalized experiences, AI is also changing our lifestyle by enabling and empowering us to make better choices for our health and other priorities. Integration of AI in home appliances will allow us to delegate tasks that can be automated and focus on tasks that capitalize on human strengths such as creativity, empathy, and problem-solving.

The impact of AI on the consumer experience has been significant and has the potential to transform several industries. The importance of leveraging AI to provide experiences that meet the needs of individual consumers cannot be overstated. As AI continues to evolve, it will provide businesses with new ways to engage with users and deliver more personalized experiences, rendering the future of AI and consumer experience bright.


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Mahek Mody
Mahek Modyhttp://upliance.ai
Mahek Mody, Co-Founder & CEO, Up

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