Increasingly, AI can transform workflows, improve the customer experience, and make it easier for businesses to deliver on high-level customer expectations without substantially increasing their costs. One of the critical tools that is making that process easier is AI intent-based automation.
These tools help determine customer intent based on their actions and automatically trigger and manage steps to fulfill that intent, all without the need for direct customer interaction.
What Is AI Intent-Based Automation?
AI intent-based automation is an artificial intelligence tool that determines intent based on the actions taken by the person interacting with the system—most often, the customer. Unlike traditional automation systems, which rely on input from the user and step-by-step instructions, intent-based automation systems are more adaptive. They are positioned to determine what customers want when they connect with you or what employees are attempting to accomplish when they interact with the system, then deliver on those expectations. They can also monitor progress through that system and determine where each individual is within that progression and what steps they need to take to achieve it.
How Intent-Based Automation Can Help Your Brand
Intent-based automation has many potential advantages for your brand. Utilizing its full potential allows you to streamline your workflows and improve performance across the organization.
1. Automate Workflows and Processes
With AI intent-based automation, you can more effectively automate common workflows, making it easier for customers and users to take on essential tasks without the need for direct employee intervention. Suppose, for example, that a customer is looking for information on a kitchen renovation. Without ever connecting with a human representative, they can:
- Schedule an appointment for an estimate.
- Get an idea of the process involved in tackling a kitchen renovation.
- Seek more information about common kitchen designs and solutions.
- Learn more about your specific processes or view work you have completed in the past.
Most common customer questions can be answered without the need to connect with a customer service representative, freeing them up to take on tasks that require a more human touch. Furthermore, the system can help guide leads through the sales funnel, encouraging them to stay with your brand instead of turning to a competitor.
2. Improve Processing Time
Today’s customers expect a fast response whenever they interact with your brand. In fact, a delayed response can send them hurrying to your competitors—especially if your competitors are able to get the information customers are looking for faster. Even in cases where customers may need to wait to get on your schedule or may not yet be prepared to go forward with a major construction project, they may prefer the brand that was able to get back to them faster. Quick response times are key to increasing customer trust—and AI intent-based automation can deliver on those critical expectations.
3. Personalize Customer Interactions and Experiences
When customers interact with your brand, they do not want to have the same experience as everyone else. They want a personalized experience based on their unique needs and preferences. That personalization isn’t as simple as adding their names to emails and messages. It also means customizing the information they’re getting. That may mean:
- Communication focused on a specific geographic area, even if your brand covers a much wider range.
- Information about the specific products and services customers are considering.
- Interactions tailored to where customers are in the sales funnel, including how they have interacted with your brand in the past.
Intent-based processing can help keep track of essential customer interactions and their goals in connecting with your brand. That, in turn, allows each interaction to reflect the customer’s intent and journey, ensuring a more personalized experience.
4. Provide Support Even Before Customers Know They Need It
Many customers may not fully understand their own needs as they interact with your brand. They may have little experience with construction or may not have undertaken large-scale projects on their own in the past, so they might not be sure what questions to ask or how to move forward.
Fortunately, your intent-based AI platform can identify those potential problems and provide the support customers need even before issues arise. It can guide customers to the answers to questions they might not have recognized, provide solutions for potential issues that arise, and even prepare customers ahead of time for challenges that may crop up during the construction process. In addition, your AI can loop in a human customer service agent when needed.
5. Allocate Resources as Needed
Resource allocation, especially when it comes to customer service, can be a challenge for many construction brands. You have a limited number of staff members in the office, and that can mean more limitations on the time and resources you have for customer service interactions. Your AI intent-based tools, however, allow for better resource allocation.
Customer service agents and team members can handle the tasks that require human interaction and intervention, while the AI platform handles customer interactions. Furthermore, the AI tool can allocate resources where they are needed most, decreasing missed deadlines and increasing customer satisfaction.
The Benefits of Intent-Based AI for Your Brand
Now is the time to get ahead of your competitors and ensure that you are using the latest tools to manage your customer needs and workflow processing. Take a look at the benefits your brand can experience.
1. Cost Savings
First and foremost, intent-based AI can save your business money. Instead of bringing human customer service agents on staff, you can rely on your AI tools to take on many of those essential tasks. In many cases, that can mean significant cost savings.
Not only can it help save money, but it can also decrease the odds that you will miss out on opportunities to connect with customers and bring them into your sales funnel—and that means increased revenue.
2. Increased Customer Satisfaction
As a construction business, customer satisfaction is key to bringing in fresh leads. Construction projects are often a big expense. That means customers typically do extensive research before selecting a contractor to manage their project. They want someone they can trust, particularly when they’re bringing that person into their home to take on major renovations or choosing the home they will live in with their family over the next several years.
Your intent-based AI automation solutions help increase customer satisfaction and trust in your brand. Not only does that increase individual customer loyalty, which means they are more likely to come back to your brand when they have future homebuilding needs, but it also makes them more likely to recommend your brand to their friends and family.
3. Establishing Expertise
As a home builder brand, you need to show that you are an expert in your field. Whether you handle a specialty area, like electrical or plumbing, or you are focused on general construction needs, you want potential customers to know that you understand their needs and are prepared to deliver precisely the solutions they’re looking for.
Intent-based AI can help you establish that key expertise and showcase your knowledge and experience in your field. As customers interact with your website, chatbots, emails, and other content, they will see that you understand their needs on a deeper level and are positioned to deliver on their expectations. As a result, when they’re ready to make a decision about the builder they will use for their projects, they are more likely to trust you.
4. Improved Decision-Making for Your Business
There are a lot of key decisions that you must make every day as a contractor, from determining which leads you will pursue to deciding how you will allocate builders and workers on specific projects. In many cases, those decisions require substantial analysis and consideration. Your AI intent-based automation system can help with those vital decisions, as well. For example, it can:
- Help you set project schedules more effectively, including factoring in potential weather challenges or delays that could impact construction schedules
- Allocate workers to specific projects based on their availability and skills
- Determine which projects and customers are highest priority, allowing you to focus your resources where you need them
- Help you ensure that the right tools and equipment are at the job sites where they are needed–and that they are not over-scheduled during peak times
By utilizing intent-based automation for your brand, you do not just guide customers more effectively through the sales funnel. You can also manage your employees and equipment without the need for a project manager to handle those tasks manually.
Experience the Benefits of Intent-Based AI for Your Brand
Intent-based AI brings with it a number of crucial benefits that can transform the way you interact with your customers, manage your projects, and keep up with employee needs. Because it relies on the intent behind your requests and interactions to inform its processes, it can help transform your workflows and streamline business interactions.
At Verse, we offer an AI texting platform designed with efficiency and productivity in mind. Contact us today to learn more.
