AI + engagement

A fantastic example of bringing AI to life is the recent Amazon Alexa advert demonstrating  how Alexa can help people in the UK who are blind or partially sighted.

“Morning ritual” shows a woman – who the viewer eventually realises is blind – waking up, making herself coffee and preparing to head outside. She asks Alexa what time it is and about the weather – aiding her with everyday tasks that most of us take for granted.

It’s a brilliant and heart-warming way to display how the smart home devices aren’t just a fun gimmick but an extremely helpful addition to the homes of those with disabilities.

From a brand engagement point of view, it demonstrates inclusivity and empathy, but at the same time manages to engage the audience as after all, everyone of us has a morning ritual of our own.

AI Assistants are driving an insights revolution driven by cognitive intelligence that will help augment and enhance interactions with customers from a service point of view, but this level of customer understanding can be extended to every brand touchpoint and engagement.

Moving beyond information from traditional customer touchpoints (phone, email and face to face) towards having the ability to really understand a customer’s daily routine will allow us to ultimately predict, inspire and possibly even change their behaviour.  Customers want to receive information that is pertinent to their lives, at the right time and the right place AI helps us to do this.

Data helps us understand more about our customers, how they want to be treated and what entertains them.  It allows us to get that level of granular insight before we  interact with a customer. This means our interaction is more personal, more relevant and results in much higher levels of engagement.

There are a plethora of cognitive platforms which will answer customer queries through conversing in natural language and provide greater insights from analysing their data.

For us the core impact of AI advancements is personalisation. Great customer experience is subjective, individual and deeply personal.  As brand experts, we are customer-led, and using data to gain a “fly on the wall” perspective of our customers lives, will enable us to help our clients connect with audiences through offering personalised products, services and experiences.

AI assistants offer richer customer experiences through knowing the true user context.  Over time, they will personalise to the user – making welcomed, relevant suggestions and creating not just great, but outstanding customer experience.