Conference Day Two: Friday 28 February 2020
Friday, February 28th, 2020
2:20 PM Onstage Interview: Breaking Down AI: Using Machine Learning and AI Applications to Enhance the Customer Experience
Being able to collect and measure customer data is the first step to the integration of a unified CX strategy. The next step is to effectively analyze and develop the necessary insights through machine learning capabilities.
This interview will look at the journey the Coffee Club underwent to break down their customer ML capabilities, developing technologies that will help us understand customer NPS scores and how to respond and improve customer enquiries.
- Getting key insights through unstructured data to come up with a holistic customer approach
- Using AI engines to detect customer satisfaction and group them by specific categories for an improved CX framework
- Understanding customer opinions and satisfaction levels to find relevant solutions based on feedback