While some specialists are afraid of artificial intelligence and expect it to leave them without work, others are using new opportunities to develop their business and capture the market. In this article, we will tell you how artificial intelligence is penetrating sales and customer service processes, and what solutions are worth taking a closer look at in order to meet the demands of the time and remain competitive.
Hyper-personalization at a new level: predict what the client wants
Personalized services are individual offers that a business prepares for each user. A process that requires resources to collect and analyze data. Why does a business rcs data need this? Because 78% of buyers will return to an online store if they were offered personalized recommendations the first time .
Large companies are already actively using hyper-personalization in their work with clients.
Domino’s has deployed Phrasee, an AI-powered content generator, to attract new customers and increase loyalty among existing ones. The system writes personalized email subject lines and engaging push notifications. Thanks to Phrasee’s efforts, the average click-through rate has increased by 57% and the email open rate by 26%.
Hyperpersonalization is especially relevant for representatives of the Alpha generation, who were born after 2010. The main feature of this generation is that for them, digital technologies are not a tool, but a natural habitat. From an early age, young people from the Alpha generation use gadgets and consume content, shaping the market with their preferences and interests.
To attract a new generation of consumers, marketers are developing appropriate strategies:
gamification of content, implementation of game mechanics in promotions and loyalty programs;
multi-channel promotion of a brand or product online and offline;
Short vertical videos are the most popular content format .
Hyper-personalization in marketing is possible thanks passive income is very closely related to the collection and analysis of user data from the Internet, smartphones, gadgets, corporate logs, archives and transaction histories.
But what about the ethical side of the issue? Are consumers willing to be subject to constant data collection? Research shows that they are: 76% of consumers are willing to provide more personal data if it leads to a better customer experience .
Here’s what Jivo’s AI Solutions Product Manager says about personalization:
Process automation #
Artificial intelligence has already taken over routine tasks in various areas. Avito demonstrates an impressive example in the area of customer support.
Users of the platform publish two million ads daily. 98% of them are processed by a neural network . Thus, artificial intelligence replaces 100,000 moderators.
Forrester Consulting estimates that 97% of organizations will be implementing AI in some form by 2025 .
One popular way to automate is an AI bot . An AI bot is a program that uses machine learning and natural language processing algorithms to communicate with customers.
Where a classic chatbot operates strictly within the saudi phone number framework of prescribed scenarios, an AI bot uses company data, the context of the correspondence, and the experience of previous interactions with the client. Due to this, the bot closes up to 70% of typical requests without connecting an operator.
In business, AI bots open up new opportunities for companies, including increasing the productivity of employees in different departments:
