Customers On Your Side
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AI-Powered Customer Experience
Customers now want faster answers, seamless experiences, and more value for money – on their terms. If your business isn’t yet using AI for enhancing your customer experience, you’re falling behind. Focus on what matters most: creating more valuable, human-centred experiences for the people you serve.
This short self-assessment tool will identify your strengths and weaknesses in the way you use AI for enhancing your customer experience.
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We use AI to reduce friction and improve customer interactions
For example, Coles uses AI and cameras at self-checkouts to recognise fruit and veg – even through plastic bags – with 90% accuracy, speeding up the process for shoppers.
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We have deployed AI-powered chatbots that can resolve common queries
57% of Australian businesses already use AI in customer experience, mostly in the form of chatbots that answer FAQs, track orders, or update contact details.
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Our customers can interact with us using voice AI
For example, Alior Bank in Poland launched “InfoNina”, a voice assistant that handles nearly all first-line calls, offering round-the-clock service while reducing pressure on call centres.
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We personalise the customer experience in real time using AI
For example, Spotify’s “Discover Weekly” playlist is built using AI that tracks what users listen to, how long they listen, and what others like them enjoy.
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We use AI to understand and respond to a customer’s emotional state
For example, UNIQLO tested “UMood”, a brainwave-reading headset that matches T-shirt suggestions to customer mood.
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Our AI systems support multilingual customer interactions
For example, Nordea Bank rolled out virtual agents across four countries in 12 languages, achieving a 95% resolution rate – without adding call centre staff.
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We create tailored marketing messages using hyper-personalisation
For example, Coles and Woolworths use AI to send different weekly specials to each customer, based on their personal buying history and preferences.
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We anticipate customer needs through predictive personalisation
For example, Coles processes 1.6 billion predictions daily to create targeted offers and anticipate customer purchases, customised for location and product availability.
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We use AI to detect early signs that a customer might leave
For example, Hydrant, a wellness brand in the USA, used AI to predict churn, improve retention, and boost conversion rates by 260%.
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Our complaint system uses AI to prioritise and route issues in real time
For example, the Central Bank of the Philippines uses AI to triage social media complaints in multiple languages, even with slang and typos – reducing delays and improving compliance.
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Our staff use AI tools to assist them in real time during customer interactions
For example, Telstra’s “One Sentence Summary” gives staff a short AI-generated overview of each caller’s history, improving service and reducing follow-ups by 20%.
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We use AI to forecast demand and improve operational efficiency
For example, The ICONIC uses AI to predict return rates with 80% accuracy, helping the company manage stock better and improve order fulfilment.
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Our loyalty programs are guided by AI insights, not guesswork
For example, Sephora’s Beauty Insider program uses AI to tailor offers based on buying history and online behaviour, creating a personalised experience for each member.
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We use AI systems to detect fraud and protect our customers
For example, Commonwealth Bank’s NameCheck feature uses AI to flag suspicious payments before the customer sends money, cutting scam losses by 50%.
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We apply ethical principles when designing and using AI
Apple’s credit card was criticised for giving a man a credit limit 20 times higher than to his wife, even though she had a better credit score – raising questions about bias in its AI.
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We clearly explain how we use data and ask for customer consent
7-Eleven Australia collected facial data from over 1.6 million customers without consent, leading to a privacy investigation.
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Our customers know when they are interacting with AI, and why
Air Canada was ordered to pay compensation after its chatbot gave incorrect advice. The airline tried to claim the bot “was responsible for its own actions”.
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Our AI tools are inclusive and accessible to all customers
McDonald’s voice ordering system failed due to poor training on different accents and dialects, leading to public ridicule and the project being scrapped.
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Our people are trained to understand and use AI responsibly
Three academics from respected Australian universities submitted a report to a Senate inquiry into government contracts, but the report contained false (AI-generated) case studies alleging serious wrongdoing by large consulting firms.
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Our AI initiatives align with our values and support our people
For example, RAC WA won’t replace call centre staff with AI, because its mission includes creating jobs in the community.
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