Definition of AI Concierge:
An AI Concierge can be defined as a technologically advanced, intelligent and personalised assistant, inspired by the traditional concierge concept. It is designed to cater to a customer’s psychological, emotional, and physical needs throughout their service journey, employing proactive measures to enhance their experience (Li et al., 2022; Sumner and Quinn, 2017).
The concept is often mistakenly equated with chatbots.
An AI Concierge differs from generic chatbots on three key aspects:
1) An AI Concierge acts as a dedicated entity overseeing the entire customer journey to ensure a seamless and integrated experience from start to finish.
2) An AI Concierge takes a relational, experience-centric approach. It leverages advanced machine learning (ML) and algorithms to understand each customer's preferences and behaviours. This personalised approach enhances attention and commitment, creating a unique experience for customers and fostering brand loyalty.
3) In contrast to chatbots, which mainly provide information, an AI Concierge excels in comprehending and addressing customer emotions and needs. It actively manages the customer experience, surpassing mere transactions to delight customers and enhance their journey.
Hope you have learnt something new about AI Assistant/Concierge today.
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