Most Read AI in 2021 Customer Experience Articles


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Artificial Intelligence (AI) has been a hot topic over the past year and has continued to evolve into a technology that is changing the landscape for businesses around the world. AI now plays a huge role in customer service, product recommendations, personalization, marketing, and of course, the customer experience. According to Salesforce’s State of Marketing report, marketers’ use of AI increased dramatically between 2018 and 2020, from 29% in 2018 to 84% in 2020.

With that, we present the 10 Most Popular AI Marketing Articles from CMSWire from 2021.

AI, machine learning, and natural language processing are starting to play a much bigger role in businesses, be it in customer service, customer relationship management, or even learning initiatives. In what ways is AI integrated into your DX strategy?

Conversational AI, along with Natural Language Processing (NLP), Automatic Speech Recognition (ASR), Advanced Dialogue Management, and Machine Learning (ML), are changing the way humans relate and communicate with the machines. Conversational AI and its associated technologies allow humans to have conversations with machines in the same way they do with each other. This article examines the ways conversational AI improves the customer experience.

AI does what the tech world Cassandras has predicted for some time: It sends out curving balls, leaving a trail of misadventures and tricky questions around the ethics of using synthetic intelligence. Sometimes spotting and understanding the dilemmas that AI presents is easy, but it is often difficult to pin down the exact nature of the ethical questions it raises. We need to increase our awareness of the changes that AI requires in our thinking.

AI is going mainstream. If you’re using Google Docs, Ink for All, or a number of digital tools, AI is built in. AI is already making decisions in the workplace, about hiring, customer service, and more. However, a recurring problem with AI is that it may be a ‘black box’ or a mystery as to how it arrived at its decisions. Enter explainable AI.

Conversational AI, which uses NLP, ASR, Advanced Dialog Management, and ML, is likely to pass the Turing test and provide a more realistic experience than traditional chatbots. Today’s AI-based chatbots are capable of having full conversations that make people feel like they just ended a conversation with a living person.

Google made a few announcements that marketers should consider at its Google I / O developer conference in May. The announcements include the search engine giant’s advancements in AI and machine learning, search engines, connecting users with apps, e-commerce, and shopping. This article delves into some of the updates in more detail.

When people think of conversational AI, their first thought is often the chatbots that we come across on many corporate websites. While they are not mistaken, as this is an example of conversational AI, there are many other examples that illustrate the features and capabilities of AI technology. This article discusses the history and use of conversational AI, as well as how conversational AI is used outside of the typical chatbot.

Imagine if your digital marketing tools had the ability to predict the future. What would you do with this crystal ball? How about quoting the most likely price to prompt a purchase? Or provide each user with a set of search results that have been shown to be the most likely to generate a conversion? This article separates fact from fiction when it comes to AI in digital marketing.

AI, ML, and NLP are changing the way brands interact with customers. AI-powered personalization enables brands to increase customer engagement, improve loyalty, increase sales, and better understand their customers – all in real time. Using AI, brands can customize their website content to suit each specific customer, which helps improve conversion rates. This article takes a look at 6 ways AI is shaping personalization for customers.

AI is maturing and 2021 is set to become the year AI dominates the customer service call center, providing real-time feedback, predictive analytics, and in-depth analysis. AI improves the customer experience while improving the lives of call center workers. This article examines the ways AI is changing the game when it comes to call center dynamics.


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