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The Most Read AI in Customer Experience Articles of 2021

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Artificial intelligence (AI) has been a hot topic over the past year, and it has continued to evolve into a technology that is changing the business landscape of companies around the world. AI now plays a huge role in customer service, product recommendations, personalization, marketing, and of course the customer experience. According to Salesforce’s State of Marketing report, marketers’ use of AI has grown exponentially from 2018 and 2020, rising from 29% in 2018 to 84% in 2020.

With that, we bring you CMSWire’s 10 Most Popular AI Marketing Articles from 2021.

Artificial intelligence, machine learning, and natural language processing are beginning to play a much larger role in corporate business, be it customer service, CRM or even learning initiatives. In what ways is AI integrated into your DX strategy?

AI for conversations, along with Natural Language Processing (NLP), Automatic Speech Recognition (ASR), Advanced Dialog Management, and Machine Learning (ML) is changing the way humans communicate with and communicate with machines. Conversational AI and related technologies enable humans to have conversations with machines the same way they do to each other. This article looks at the ways conversational AI is improving the customer experience.

The AI ​​does what technologist Cassandra has predicted for some time: it sends curveballs, leaving behind adventures and baffling questions about the ethics of using AI. Sometimes it is easy to discover and understand the dilemmas posed by AI, but it is often difficult to determine the exact nature of the ethical questions it raises. We need to increase our awareness of the changes that AI requires in our thinking.

Artificial intelligence is heading into the mainstream. If you use Google Docs, Ink for All, or any number of digital tools, artificial intelligence will be used. AI is already making decisions in the workplace, about hiring, customer service, and more. However, a recurring problem with AI is that it can be a kind of “black box” or vague in how it comes to its decisions. Enter an interpretable AI.

Conversational AI, which uses NLP, ASR, advanced dialogue management, and ML, is more likely to pass the Turing test and provide a more realistic experience than traditional chatbots. Today’s AI-based chatbots are capable of full-fledged conversations that make people feel as if they have just finished a conversation with a living person.

Google made some announcements marketers should take note of at its Google I/O developer conference in May. Advertising includes advances from the search engine giant in the arenas of artificial intelligence, machine learning, search engines, and connecting users to apps, e-commerce and shopping. This article delves into some of the updates in more detail.

When people think of conversational AI, their first thought is often the chatbots one encounters on many enterprise websites. Although they will not be wrong, because this is one example of conversational AI, there are many others that demonstrate the functions and capabilities of AI technology. This article discusses the history and use of conversational AI, as well as the ways in which conversational AI is used outside of a typical chatbot.

Imagine if your digital marketing tools could predict the future. What are you going to do with this crystal ball? How about determining the most likely price to stimulate buying? Or provide each user with a set of search results that are most likely to lead to a conversion? This article separates fact from fiction when it comes to artificial intelligence in digital marketing.

AI, ML, and NLP are changing the ways brands interact with customers. AI-driven personalization enables brands to increase customer engagement, improve loyalty, increase sales, and fully understand their customers — all in real time. With artificial intelligence, brands can customize their website content based on each specific customer, which helps improve conversion rates. This article discusses 6 ways that AI uses to shape personalization for customers.

AI is approaching adulthood, and 2021 is set to become the year AI dominates the customer service call center, with real-time feedback, predictive analytics, and in-depth analysis. Artificial intelligence improves customer experience while improving the lives of call center employees. This article looks at the ways artificial intelligence is changing the game when it comes to call center dynamics.

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