"AI, machine learning, deep learning, natural language processing and other such technologies can have a significant and positive impact on how business processes are run. They help drive everything from efficiencies and cost reductions to better decision-making and customer experiences."
The article by manufacturing.net got us thinking about how Machine Learning (ML) can be used in communications to help improve the customer experience. When you think about ML you often think of manufacturing and engineering industries where a high number of processes and systems can be taught to be automated and basically run themselves.
But what if you could use ML for communicating to your customers? Well you can.
Chat bots are just one way to do this, and probably the easiest to implement. ML can be configured to "teach" the chat bot how to respond to typical phrases and answer questions in a certain way based on your service or products. Which helps to free up your sales and admin teams to focus on selling!
Another way ML can improve your communications is by "listening" to your customers. Imagine your customers only received their communications such as email or landing pages, exactly how they like them. Think about methods of delivery, text or image based, email or landing pages, times of receipt... there are so many variables!
ML can learn how an individual customer receives and best engages with your communications and ensure that they only receive comms that they are likely to engage with - based on learnt behaviours.
If AI isn't part of your future Marketing Strategy, it should be. There is a use case for every function and industry that will help, not hinder your marketing efforts.