How AI-augmented low-code platforms can take customer experience to the next level

India is one of the fastest growing economies in the world, with a burgeoning middle class and rising disposable incomes. This has led to increased consumerism and competition in the market. According to insights by Deloitte, the Indian economy will emerge as the world’s third largest economy by 2027, as its GDP crosses $5 trillion dollars. In this dynamic environment, customer experience has become a key differentiator for businesses.

Customer support plays a critical role in shaping purchasing decisions, and globally 82% of the top-performing companies are paying close attention to the human experience around digital and tech. This underscores the increasing importance of not only offering high-quality products or services but also delivering exceptional customer service to meet the evolving expectations of the digital-savvy consumer in the Indian market.

Challenges hindering CX excellence

While awareness of CX is rising in India, businesses still face challenges. Siloed operations, lack of integration between departments, and inadequate training are some issues that hamper CX efforts. There is also a lack of understanding around design thinking and putting customers at the centre.

As competition intensifies with the entry of global players, elevating the CX game has become imperative for businesses in India. This requires taking a customer-centric, integrated approach along with leveraging technologies like AI, automation and analytics for improved personalisation, proactive support and real-time resolution of issues.

Let's delve into specific examples to illustrate how low-code platforms can easily integrate AI to build world-class customer experiences.

Personalizing the customer journey with CX

Consider a leading e-commerce platform that contends with a perpetual stream of customer inquiries. To enhance its flexibility, competitiveness, efficiency, and speed in addressing customer concerns, the company harnesses the capabilities of a low-code platform to swiftly develop a sophisticated chatbot system for their website and mobile applications. This chatbot, empowered by natural language processing and machine learning, adeptly comprehends and responds to customer queries. Instead of requiring extensive machine learning expertise and coding, AI-augumented low-code enables the organisation to launch, maintain and refine such AI chatbots across its digital channels with pre-built templates and AI-powered application editors, at a fraction of the time and effort when done with traditional code.

By proficiently automating a multitude of tasks, ranging from order tracking and resolution of billing issues, the e-commerce platform not only ensures immediate customer assistance even during peak traffic but also significantly reduces response times. The outcome? Heightened customer satisfaction, brand reputation and a substantial boost in their competitive edge.

Additionally, many B2C and B2B retail companies are tapping on AI-powered product recommendation engines that analyse customer behaviour and preferences, including purchase history and browsing, along with demographic information. To stay ahead of the curve, enterprises can tap on low-code to accelerate the development of such engines in their applications. AI-augmented low-code platforms also tap on connectors to common services from other third party providers to build AI capabilities in minutes, and can also validate the output of generative AI to ensure accuracy of automated recommendations.   

Streamline inventory management and customer feedback loops

Now, let's pivot to an extremely busy logistics company, where order fulfillment is known for its intricacies and time-consuming nature. To speed up and increase efficiency in administrative workflows, the company could opt to deploy an application using an AI-augmented low-code platform. By adopting its easy-to-understand visual interface and AI-suggested code, the company can rapidly build out the automation of diverse aspects of order management. 

For example, it can employ AI algorithms to forecast demand patterns and optimise inventory levels. Automation extends to the processing and tracking of orders, ensuring swift and precise picking, packing, and shipping. This can also extend to seamless handling of last-mile delivery coordination, thanks to quick integrations with GPS and route consignment algorithms. The company can also embed AI further in its application monitor channels to identify customers who may be experiencing delivery issues. The final result is an operation that guarantees faster and error-free order fulfilment, all while efficiently reducing operational costs. Most notably, the outcome is thrilled and satisfied customers who receive their orders promptly.

In both cases, the implementation of AI-powered low-code platforms is a testament to the ability to not only streamline operations and enhance efficiency but also to bolster a business's competitive position. These platforms enable businesses to launch applications swiftly, adapting to the ever-changing landscape and ensuring that customers are served with the utmost speed and precision. The end result? A new standard for next-generation customer experiences that prioritises quality, personalisation and efficiency and paves the way for even more innovative solutions.

As the above examples show, in the Indian business landscape, where customer experience plays a pivotal role, AI-powered low-code platforms can reshape the CX paradigm. With these platforms, companies can navigate the complex and ever-evolving Indian market, delivering exceptional experiences that cater to the diverse needs and preferences of Indian customers. 

Naveen Kumar Kalyankar

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Naveen Kumar Kalyankar, Regional VP, OutSystems India.