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Por Published On: December 28th, 2023

Artificial intelligence trends have revolutionized the way we live and work. It is present in almost every aspect of life, from entertainment to politics. But in business, AI has become an indispensable tool to provide a better customer experience. 

Our job in the digital world is to anticipate trends affecting the customer experience so we can anticipate demands and exceed expectations. Artificial intelligence advances rapidly and will soon profoundly transform how we interact with and service our customers. Starting in 2024, AI will play an even more critical role in optimizing all touchpoints, streamlining processes to create fluid journeys, and offering large-scale hyper-personalized experiences. If we learn how these AI trends evolve now, we will be well-positioned to adopt solutions that increase satisfaction, loyalty strategically, and, ultimately, our benefits.

In this post, I would like to tell you about the five artificial intelligence trends expected to become the standard in the customer experience by 2024.

1. Machine learning: greater customization of the customer experience

Personalization has long been the key to customer experience. However, this has been challenging to achieve efficiently, even for larger companies. But with the rise of artificial intelligence, the situation is starting to transform. Machine learning and artificial intelligence strategies will allow companies to analyze customers’ data to present more personalized offers and recommendations. This will guarantee that customers feel valued and cared for, increasing loyalty.

2. Advanced and autonomous chatbots: assistants on any platform

Chatbots have been a popular tool in customer support for years. But the technology behind them has advanced far beyond their initial ability to answer simple questions. Chatbots are now equipped with advanced artificial intelligence that allows them to learn as they interact with customers. Shortly, these chatbots are expected to become more autonomous, and the quality of their responses will become more accurate. This will allow customers to have comfortable and satisfying chatbot conversations rather than being frustrated by irrelevant responses.

3. Predictive analysis: models that anticipate customer needs

Rather than simply analyzing a customer’s data after a purchase, artificial intelligence will allow businesses to predict customer needs before problems are generated. For example, if a customer has always ordered Chinese food on Saturday nights, the system might offer that meal on Fridays. This not only improves customer experience but also enables an opportunity for businesses to increase sales.

4. Biometrics: facial recognition to speed up the payment process

Biometrics is a technology that has been in development for years, but it is only now that it is starting to impact the customer experience significantly. Facial recognition technology, for example, could let you know who is in a store and adjust prices or offers accordingly. Biometrics will also facilitate security processes, such as logging into bank accounts or confirming a purchase with a fingerprint.

5. Omnichannel: integrated communication channels

Finally, artificial intelligence will allow companies to integrate their communication channels into a single customer experience. Customers will no longer have to use different platforms and systems to purchase or interact with a company. Integrating communication channels such as email, chat, and social media into a single user-friendly platform will deliver a more constant and seamless customer experience.


In the past decade, artificial intelligence has changed how companies interact with their customers. But these cutting-edge artificial intelligence trends we’ve discussed are taking customer experience to a new level. With more sophisticated chatbots, greater personalization, predictive analytics, biometrics, and omnichannel, customers can enjoy an even more satisfying shopping experience. Companies that embrace these artificial intelligence trends will increase customer loyalty and improve their profit margin. 


Stay caught up, and start integrating these methodologies into your processes! If you need help figuring out where to start, contact us at Skytop Digital Services. We can help you make good decisions. 


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Written by : Sindy Villa

I'm a digital marketing Magister with 7+ years of experience. I've helped many small-medium companies establish their digital presence. I have strong web development, content management, and SEO/SEM skills, and I absolutely love helping small businesses make their mark in the digital world. I'm here to lend a hand however I can!

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