What is shared today is:AI+ marketing seriesIn-depth Research Report:AI+ Marketing Special: 2024 Customer Experience** Report
Report produced by acxiom).
Report total:Page.
Featured Report**: The School of Artificial Intelligence
OpenAI's ChatGPT may have launched at the end of 2022, but 2023 is the year it exploded in popularity. In June, its** was visited 1.6 billion times. As of July, it has surpassed 100 million monthly active users. With its launch, generative AI has entered mainstream consciousness , causing excitement and unease.
39% of consumers believe AI has the power to solve some of the world's biggest challenges, including wealth inequality and climate change. But at the same time, 63% are concerned that the impact of AI will reduce employment opportunities for people.
AI itself is not new. It's a general-purpose technology that combines computer science and powerful datasets to solve problems, and AI is behind many advancements in automation, personalization, and discovery that are already transforming the customer experience (CX).
Because it's impacting every industry in ways we can't quite imagine yet, AI will continue to transform how brands interact with consumers. It doesn't necessarily replace human effort, but it will enhance marketing capabilities and provide a better experience for customers, whether it's through content they'll find useful, generate relevant content, or suggest the right mix of channels for individuals.
As it stands, generative AI presents exciting possibilities. Soon, it will become a business necessity. As these applications become more widely available and awareness-raising, expectations will grow. They will no longer accept clunky and useless chatbots, for example, when they are used to communicating clearly with ChatGPT and Google's Bard.
AI is not a single technology. It's a set of different features that can enable multiple CX use cases. Here are the four types of AI and why they are related to CX:
Generate AI:Create new original content based on patterns or characteristics from existing data. It's powered by large language models (LLMs) that help brands deliver tailored ad creatives and content.
Machine Learning (ML):Learn from data and improve performance over time without the need for explicit programming. This helps brands make effective recommendations about customer interactions across different channels.
Conversational AI:Use natural language processing (NLP) and other technologies to process and understand raw languages. It can be used for chatbots and virtual assistants customer queries designed to understand and respond.
Computer Vision:Extract meaningful information from images and ** that can be used for facial recognition or object detection to understand various customer leads and provide personalized outputs.
Artificial intelligence has been around for a while, and it covers things like machine learning that we've been using. In the last 5 - 10 years. But since the release of ChatGPT created this market moment, generative AI has become all AI for brands and consumers. As we move forward, the focus will remain on generative AI and how it interacts with sexual AI and machine learning to deliver new value across multiple domains. ”
As long as brands leverage AI's core strengths – processing large amounts of data in real-time to identify patterns – it can help them create seamless customer experiences that are personalized and engaging. By giving them an understanding of what people want, need, and prefer, AI helps brands deliver experiences so relevant and respectful that people feel as if they're looking for and engaging with brands on their own terms.
Imagine the AI-driven retail experience of the future:A customer enters a clothing store and is welcomed, and an AI-powered virtual shopping assistant can recognize their face and emotions. Using this information, combined with conversational input, data from previous purchases, future style preferences, and real-time analysis of the customer's body shape, the assistant makes recommendations. The customer tries these virtually using augmented reality (AR), and the assistant analyzes the customer's response to suggest alternatives. The transaction is ultimately completed using biometric authentication. A drone delivers items to a customer's home.
While the above is still a bit futuristic, many of these AI-powered elements are already being used to enhance CX.
Report total:Page.
Featured Report**: The School of Artificial Intelligence