Personalised customer experience through Artificial Intelligence

LET’S START WITH THE FIRST Presentation by Paul Sweeny from Webio, An ARTIFICIAL INTELLIGENCE VOICE BOT APP company

1. Conversational Interfaces have started to shift

• First of all, people live inside their Messaging Apps. Can you prove it? I surely can!
  • 2 billion messages a month are exchanged between customers and businesses
  • 60 billion businesses are on Facebook Messenger
  • Children are on: Snapchat, Kik, Telegram, Instagram
  • And Apple Business Chat just launched!

Yet, why is the Artificial Intelligence getting so popular?

That’s because Artificial Intelligence picks up customers/users’ moods. Some places like Melbourne, Australia have already developed a strong Chatbot community.

However, can you provide me with a relevant example of Artificial Intelligence use and success?

Moreover, Artifical Intelligence tools (AI) such as Alexa, the smart speaker, enable companies to increase their sales.

Indeed, in the USA alone, 57% of the population has ordered an item through their Smart Speaker.

Additionally, 37% say that they spend more money on Amazon and Google since getting their Smart Speaker.

On top of that, it also creates opportunities for technology-driven services such as Alexa programmes designed for children costing $2 a month that can be embedded into the TV.

2. SO, WHAT ARE The top 3 categories of items ordered most through Alexa?

They are:

• Smart Home
• Games, Trivia and Accessories
• Music and Audio.

3. THEN, The REcepTionist/Triage Bot will determine if the issue can be processed by the bot or BY HUMAN BEING

The bot will follow these 3 stages:

1. HLP (Help) = What is the intent of the sentence?
2. Triage = Who/what division is it for?
3. Rules = Best Route… Human, Bot or both.

Besides Alexa, are there any other current applications of bots?

Of course! Some other examples of Bot usage are:

• the ‘Uber’ taxi app linking drivers directly with customers
• hotel booking sites allowing smarter offers for customers searching for accommodation on the sites…

4. CONSEQUENTLY, WHAT MUST A Today’s Check-out DO?

It must:

• understand and manage customer intents
• hold context
• reinvent a new dynamic when it comes to SEO, Words, Sentences’ choices
• create continuous conversations without interruptions
• enable direct digital conversations. Why not have platforms for these?
• Finally, it must cater for markets and conversations. Indeed, markets are conversations and conversations are about markets.

NOW, LET’S MOVE ON TO THE SECOND Presentation by Niamh Parkless (on the right) from Shopless.ie, AN ARTIFICIAL INTELLIGENCE SHOPPING AND DELIVERY APP company

1. FIRST OF ALL, WHAT IS Shopless.ie? IT is A new commitment personal shopping and delivery app DESIGNED for:

• Fashion
• Health and Beauty
• Groceries

Secondly, what is the aim of this app?

Its goal is to attract local brands to deliver within 2-3 hours to your home. If you are a non-local brand, the aim is to reduce the shopping and delivery times. In other terms, it is a one-stop personalised application working with Artificial Intelligence to assist you with your shopping needs.

But, why do you think it will help my brand/business?

2. ARTIFICIAL INTELLIGENCE and Personalisation

• According to a recent report from Accenture, 75% of consumers are more likely to buy from a retailer that:
  • recognises them by name
  • recommends options based on past purchases
  • or knows their preferences.
• Research suggests that brands with strong omnichannel engagement have an average retention rate of 89% versus 33% for brands with weak engagement.

However, what are your recommendations for a successful implementation of Artificial Intelligence?

3. THERE ARE TO FOLLOW THESE Five Easy Steps for Better Personalisation via Artificial intelligence:

1. Don’t involve third-party software, just start small. Just amend a small part of your site to show customers’ location
2. Personalise your shoppers’ mass marketing campaigns as your customers’ questions. You can ask simple questions like age, gender and brand interest
3. Use on-site development to automate personalisation
4. Real-Time marketing personalisation. This involves customising ad content based on individual users
5. Last but not least, focus on achieving a seamless personalisation across web and marketing channels. That is to say that your Marketing messages must be created for your clients based on what you already know about the person’s integrations with your company.

4. Finally, how is it going to meet my business goals?

• Well, when it comes down to it, personalisation comes back to improving the customer journey and their experience
• In conclusion, it’s a way for stores to:
  • differentiate their service,
  • reward loyal customers
  • build a more sustainable business.

FINALLY, LET’S FINISH UP WITH THE THIRD Presentation BY Emma Boylan from outside the box

At last, Emma talked about branding and personal branding to market yourself effectively. For this purpose, I will refer you to this previous article for more information.

 

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