AI for Customer Experience (CX)
For AI to impact the customer experience, insights need to be conveyed in the moment through the customer’s chosen touchpoint. Integrating with these touchpoints is the key to in-the-moment engagement.
By 2025, as many as 95 percent of all customer interactions will be through channels supported by artificial intelligence (AI) technology
Artificial intelligence can be successfully employed to provide an intelligent, convenient and informed customer experience at any point along the customer journey. This will result in re-imagined customer experiences and end-to-end customer journeys that are integrated and more personal, so that they feel more natural to customers.
Building Blocks
The successful application of AI in customer experience requires three fundamental capabilities:
- Data Unification
- Real-time Insights Delivery
- Business Context
Leveraging AI and ML
Sentiment analysis refers to the use of natural language processing, text analysis and other AI/ML related techniques to determine the emotions of customers. This helps businesses understand individual and group sentiments towards their brand, products or services.
ML can help businesses monitor what customers are saying about their brand across multiple channels. For example, when a business launches a new product or service, it is essential to know how customers’ are receiving it.
80% of marketers say “personalized” content is more effective than “un-personalized” content.Algorithms can record a subscriber’s email browsing data and website experience to fully understand how the individual interacts with your content.
This knowledge helps the algorithm to detect hyper-relevant content and create personalized emails.