Role Of AI In Consumer Interaction
summary
Describes a telecom deployment over 8 million customers that stitches clickstream, IVR, chat and survey data into a glass‑box decision engine using NLP and recurrent neural networks for next‑best‑offer and journey mapping, reporting recommendation accuracy around 68–77% (one client reaches 78–82% after two years) and identity match rates near 26% match rate for move prediction; implementation requires 12–24 months to implement, starts with two departments, and reduces costly calls.
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chapters (9)
- 0:00Start
- 1:15Integrated Marketing Measurement
- 3:20The Digital Customer Experience
- 4:33Accessibility
- 7:52Digital Customer Experience Workflow
- 10:12What Enables the Digital Customer Experience
- 19:02Journey Mapping
- 26:15The Three Interesting Lessons Learned while Chasing a Digital Customer Experience Journey
- 31:26Success Rate
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