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Customer service is no longer just the domain of humans. Machines with simulated human intelligence, after all, are increasingly used to help human support agents keep customers happy.
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It's useful information.
Outstanding post of Machine Learning in Customers Experience.
This is an interesting article. I recommend you complement this reading with another article dealing with a similar topic, with more focus on the role of Marketing AI in general, with CX being a subelement of it. https://www.adviso.ca/en/blog/tech-en/ai-marketing-future/
In a nutshell, here are five questions to ask when considering machine learning and your marketing or customer data:
-Have we reached the full potential of our marketing data? Are we at 80%, 50%, 20% of its potential? Do we even know?
-How much revenue is our marketing data really worth or hiding?
-Do we believe that we will remain competitive for long with only Excel reports and SQL queries?
-Does a good marketing strategy compensate for a bad or very incomplete reading of the data?
-If everyone now uses the same pre-built AI solutions from platforms like Facebook Ads or HubSpot or programmatic ads, how is that still a competitive advantage for anyone?
thank you bro
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