customer experience written in a notebook

How Artificial Intelligence Is Improving Customer Experience

Rushell Gordon, Senior Director, Customer Experience | Herbalife Nutrition​ | July 17, 2018
Here's how Artificial Intelligence (AI) is creating more value for the consumer across industries including health and wellness. https://hrbl.me/2MuVvtYClick To Tweet

What do you think of when you hear the words Artificial Intelligence (AI)? Increasingly, you may think less about science fiction and more about your every day life from how you consume information to modes of transportation (maybe you’ve heard all the buzz about self-driving cars?) to even your purchasing experience.

 

And more and more companies are taking notice. In 2017, PricewaterhouseCoopers (PwC) published a study that found that 72% of corporate leaders believe AI is a “commercial advantage.” And a survey of Fortune 500 CEOs this year found a majority of respondents – 54% – said AI was very important to the future of their companies. That’s up 39% from last year. But it’s not only the business world that has their hopes set on AI: 56% of consumers believe that it will provide solutions to complex problems in modern societies, such as global health and wellbeing.

 

Within our own company, we’re applying AI-driven solutions to improve our customers’ experience in a variety of ways.

 

Setting a “Voice of the Customer” tool

Listening to our customers and leveraging their feedback to make systematic improvements to their experience is a priority for us. Feedback is a gift that our customers give to us, so we need to be responsive to their needs, improve all of our service channels and assure they can have 24-7 access to answers.

 

Herbalife Nutrition and Intelligent Personal Assistants

Voice activated devices like Amazon’s Alexa and Google Home are intelligent personal assistants through which we are building natural voice experiences that offer our customers a more intuitive way to interact with the technology they use every day. It is part of our future strategy to leverage these devices  to provide answers to the frequently asked questions about our products because we know the more accessible we make information –from the ingredients in our flagship Formula 1 meal replacement protein shake to its nutritional value– the stronger consumer confidence in us grows.

 

It all comes back to our “Distributor Difference”

The human element will always be part of our equation: it is precisely the personalized experience our distributors provide to their customers that distinguishes Herbalife Nutrition. Our objective is to leverage the power of our distributors with the technology to support their business. And as a company we will continue to increase our focus on, and investment in, digital tools and technologies that create a more robust distributor and customer experience and improve the productivity, retention, efficiency and success of our educated and trained distributors.