2. - The “personalization”
buzzword
- What consumers want from
hyper-personalization
- Operationalize AI for hyper-
personalized experiences
LOTSOFNOISE,
MIXEDRESULTS
AI + CX
4. - Chatbots flooded the market starting in 2016
- 68% of service leaders see tech’s importance increasing (Gartner)
- AI and automation can reduce traditional customer service costs by 90% (Deloitte)
THE“PERSONALIZATION”BUZZWORD
7. - Breathe new life into homegrown or legacy systems via API gateways
- Identify consumers with metadata or authentication
- The most powerful hyper-personalized experiences often include transactions
INTEGRATIONSASAPREREQUISITE
8. 81%CONSUMERS WHO ARE WILLING TO SHARE BASIC PERSONAL INFORMATION FOR PERSONALIZATION (FORMATION.AI)
10. - Source training data from historical logs or crowdsource it
- Leverage conversational analytics to understand the user
- Adapt to the consumer’s disposition
CONVERSATIONALIZEYOURBRAND
11. 79%CONSUMERS WHO AGREE THAT THE MORE PERSONALIZATION TACTICS A BRAND USES, THE MORE LOYAL THEY ARE TO THE BRAND (FORMATION.AI)