The rise of artificial intelligence (AI) and machine learning can be seen everywhere. From voice assistants like Siri and Alexa, to Uber’s self-driving cars or perfectly timed ads from your favorite stores, AI has started to infiltrate more and more aspects of our daily lives.
How does AI and machine learning work, exactly?
AI is created from the process of making machines intelligent enough to solve problems just as well as people. Instead of building out a set of rigid guidelines for computer programs to follow, computers can now be programed to learn from examples. Through this learning, computers can derive a set of patterns or indicators that allow the system to identify objects or trends in the future.
This technology has been especially helpful for the marketing industry right out of the gate. Companies using AI technology now have the ability to increase efficiency and improve customer insights at their fingertips. Despite this, Forrester expects that 67% of retailers won’t be prepared to use these sorts of intelligent agents to improve their customer journey.
Amspy, a social listening platform, harnesses AI so that business and organizations can start to leverage and test this technology for their customer journey.
Here are three ways Ampsy utilizes AI to help businesses improve their customer journey:
01. Identify customer interests and trends
Creating a highly personalized shopping experience is no longer the exception, it’s the rule. In order for businesses to attract and retain customers, they need to find new ways to create these customized experiences. One ways is through identifying real customers trends and interests and applying the information to create new experiences. We are then able to identify key interests and topics for specific influencers, which provides businesses the additional insight needed to customize customer experiences.
02. Understand audience sentiment
The first place to start when it comes to your customer experience, is with how they feel and react over an extended period. We’re able to look at a set of content and make educated assumptions about how people feel at certain moments, providing insight as to what is having a positive impact versus a negative impact. This capability has developed by evaluating content over an extended period so that when it looks at new content, it can identify trends and assign a sentiment based on the previously learned patterns.
03. Recognize imagery
Experience analytics go beyond just what people say, it spans also to what people share in their photos. Another component of Ampsy’s AI technology is the ability to recognize brand marks or visual characteristics. That means organizations can now identify how frequently an image appears in a set of content. This additional layer of data provides even more context to what the experience was like from a visual perspective.
Insights
While we’ve learned a lot about AI, we’ve really just scratched the surface of how it can enhance customer and audience experiences. The ways in which marketers can apply this technology are limitless, and we plan to continue to develop our platform to provide the latest in AI enhancements.
