In this time of crisis, customer satisfaction must be a priority for companies more than ever. It means providing a digital experience that matches the customers’ current lifestyle, the way they watch videos, or shop. Customers expect responsiveness, personalization and quality, and to achieve this, businesses need the right tools. That’s why a large number of organizations are migrating to the cloud, dramatically reducing the costs and time required to deliver innovative experiences to their customers.
Thanks to the cloud, and associated technologies such as Artificial Intelligence and Machine Learning, companies of all sizes innovate daily and reinvent the experience they offer their customers in various fields such as banking, tourism, health and retail. The latter sector is a good example of an industry that has adapted. Merchants have been growing their online presence since the internet started, and we’ve watched new players emerge as well as traditional players coming online to offer a wider and more personalized selection to their customers – which also helps businesses to increase their conversion rates. A study by Mood Media has shown that the trend to use technology for a better customer experience in the retail sector (online and offline) is growing more and more. The cloud has played an important role in this process, as the technologies associated with it have made it possible to innovate to deliver customer experiences based on the data collected. A good example of the use of technology in e-commerce is the case AramisAuto, the car-selling e-commerce platform, which uses machine learning solutions from AWS to assess user buying behavior and estimate car prices in real time. Adapting to customer demand by adapting its prices in real time has enabled AramisAuto to speed up the rotation of its products by going as far as doubling the vehicles sold in less than two weeks following the 1st confinement.
AI implementation accelerated in all sectors with the pandemic
Other types of organizations have done well and made their customer experiences more innovative, especially in a traditional and strictly regulated sector like banking. Thus, the neobank of SMEs and the self-employed, Qonto, has centralized all of its services on the AWS Cloud allowing it in particular to increase the responsiveness of its customer service, to facilitate and accelerate the creation of accounts, to offer higher payment limits, as well as fees. reduced on certain types of operations. By relying on a totally secure infrastructure while respecting the confidentiality of customer data, Qonto manages registrations directly, and no longer goes through an intermediary – dividing by four the time required to validate the documents required to open a account. And this responsiveness applies to many other services such as processing reimbursement requests in the event of card theft. This level of service meets what today’s SMEs look for and expect from the banking sector.
But the customer experience isn’t just about a shopping experience. Today, we are also seeing an evolution in the use of the cloud in the healthcare sector, helping to help professionals provide the best services to patients. Medical data must be exchanged in a more secure, fluid and digital way, so that healthcare professionals can work more efficiently with less administrative pressure. A cloud platform provides centralized information storage and management and can be configured so that the right people always have access to the right files. enterprise Médical, provider and creator of artificial intelligence solutions in the medical field, relies on the AWS Cloud to host its platform and collect large volumes of data – helping physicians improve the quality of their diagnoses, saving them time and thus saving lives. The startup has notably created a solution based on artificial intelligence which, thanks to the thousands of images and information recorded on the platform, creates algorithms allowing the automated detection of tumors on an X-ray. These approaches improve the patient experience because the more health professionals have access to a maximum of information, the more the risk of errors is reduced and the treatment implemented is adequate for the patient.
As these different examples show, cloud-based AI and Machine Learning solutions offer organizations in different industries a number of benefits. With the cloud, companies can better respond and sometimes even anticipate the needs of their customers, users or patients, and offer them adapted responses. French organizations are already showing great creativity in using the cloud to improve their customer experience and we are convinced that they will not stop there.