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Ebook: 3 Ways to Personalize Customer Conversations with AI

Direct conversations with your company should be one of the most personalized experiences a customer has. Whether it’s a support inquiry, an order confirmation email or… View Article

RETAIL SOLUTIONS

Ebook: 3 Ways to Personalize Customer Conversations with AI

Direct conversations with your company should be one of the most personalized experiences a customer has. Whether it’s a support inquiry, an order confirmation email or a request for feedback, it’s one of the few times they’re truly being addressed as a “segment of one”.

But often, these interactions are the least personal and do little to make a customer feel valued or cared for. For most companies, the issue comes down to customer data and how well they can use it to make decisions on an individual level.

It may be that the necessary data isn’t shared across teams or that customer service agents aren’t empowered to go the extra mile for a valuable customer. Or it may simply be that the tools and technologies in place don’t allow for deep personalization at scale.

Regardless, a lack of personalization — especially in what’s perceived as a one-to-one interaction — can lead to greater friction and frustration for the customer. Over time, experiences like this erode brand loyalty and cause customers to shop around.

The good news — for brands and customers — is that things don’t have to stay this way. With ongoing developments in AI and machine learning, even transactional conversations can become much more personalized.

But knowing that AI can help is only half the battle. The bigger challenge is scoping out exactly what problem(s) you want it to solve. To help with this, we’ve written up an ebook with practical use cases that illustrate how AI can be used to personalize direct customer interactions.

In the ebook, you’ll learn how AI can help:

  • collect and handle feedback after an in-store return,
  • ensure a high-value customer has a smooth experience, and
  • follow up an interaction with the next best message.

You’ll also find a few key takeaways following each scenario, to help you as you start to map out your own use cases.

Download the ebook now for inspiration and tips to kick-off your own journey to more personalised conversations.

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