Emotional breakdown – how Air Canada uses AI to improve customer relationships – Marisa Garcia

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  • “Nasr says that this initial Alexa skills project lays a strong foundation for the integration of AI in other customer-facing applications. “A lot of what we’ve done with Alexa and RozieAi can be extended to other ecosystems, like Facebook and Google, so we are not re-building the entire solution for each of the ecosystems. It becomes more of an adaptation as required or as justified by differences from one product to the next.”
  • Air Canada has also applied AI to product marketing through a collaboration with AI marketing content generation platform Persado. For example, by incorporating anxiety language, Air Canada has experienced up to 48% more opens of emails and click-throughs were almost 220% higher when it directed consumers to “see deals” versus to “book now” in the call-to-action button of the email.
  • For Air Canada, part of the refinement of the conversion funnel, and of engaging CRM, is a prioritization of mobile which is in high demand by customers. This in turn means a prioritization of voice queries and chatbots.
  • Air Canada believes AI is now an integral part of improving operations both in the back-end and customer-facing. Nasr says: “The question is: can the AI and other technologies be used to make it easier and better for our people to deliver service?”
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How e-commerce giants are using AI and marketing (Part 2) – Daniel Faggella

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  • “And going beyond keywords to search for products, eBay launched eBay ShopBot for its users. The app runs on Facebook Messenger and lets shoppers interact with a chatbot using text message, speech or image. According to eBay, the goal of the app is to provide the services of a personal shopper by giving tailored search results.
  • Sunil Gopinath, CEO of Rakuten India, explains in an interview with Factor Daily that they use the same technology for different applications. Additionally, he said, “Out of over 70 services we have, almost 30 services will be enabled with AI chatbots by the end of [2017]. The objectives are to improve customer satisfaction significantly and also sales productivity. We’re partnering with IBM Watson to enable those AI chatbot engines.”
  • Working on artificial intelligence has brought improvements in customer service, according to the company (Flipkart). A report in the Hindu Business Line on the company’s net promoter score (a measurement of a customer’s likelihood of recommending a company’s services or products) claims an increase of 14 percent in the middle of 2017, growth of 14 percent in customer resolution and a drop of 25 percent in customer pain. The company attributes these improvements to chatbots that were launched in April 2017.”
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ABBYY launches AI-powered real-time recognition SDK that speaks 63 languages – Stewart Rogers

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  • The SDK helps developers incorporate real-world document data into their apps instantaneously.
  • “Virtually any application that requires data entry from a printed source can benefit from a faster, more accurate, and effortless text recognition and classification,” Stoepetie said. “Integrated into finance, insurance, logistics, ecommerce, consumer, or government applications, the Real-Time Recognition SDK significantly speeds up complex identification, registration, or onboarding processes, such as opening an account, applying for a loan or entering bank card information, IBAN, or a promo code.”
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How e-commerce giants are using AI and marketing (Part 1) – Daniel Faggella

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  • “If Amazon’s latest earnings are any indication, product recommendations powered by AI also have been successful. The company reported a third-quarter sales increase of 34 percent to $43.7 billion. The recommendation system is integrated into every aspect of the purchasing process.
  • The company’s AI also aids sellers by helping them create product-buyer matches on personalized virtual storefronts to improve the chances of selling their products. The recommendations are based on buyers’ purchase history, background and location, among others. Alibaba claims that through this technology, they recorded a reported 20 percent increase in conversion rate during their 24-hour online shopping event in 2016.
  • In an interview (PDF) with MIT Technology Review, Felix Liu, Alibaba’s head of Customer Experience Business Group, explained that AI has helped the company by obtaining massive customer data, discovering key issues and improving the company’s inquiry management channels. In one instance, Liu cited how their chatbot was able to detect abnormal levels of order status inquiries and took only 30 minutes to provide a solution to their affected customers. As Liu put it, ‘AI currently helps 100 percent of our customers with inquiries, and resolves 50 percent of them completely.’”
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The Growth of Artificial Intelligence in eCommerce – Branex.com

  • “AI is now also improving the online shopping experience for consumers as well as retailers like most other fields. But exactly how it is doing so, what is the speed of its growth and what are the challenges that we may face are the burning questions. Most retailers are already using AI into their ecommerce processes from virtual assistant chatbots to customized shopping experiences.”

These Marketers Are Crunching Mounds of Data and Using AI to Understand the Customer Experience – AdWeek (Lauren Johnson)

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  • “Steinberg claims that the AI and data-based processes generate up to 1600 percent higher rate of returns compared to generically targeted marketing. While traditional lookalike targeting creates broad nets for targeting—like women between 16 and 50 years old—AI analyzes and matches broader sets of data such as websites, weather and location for more specific targeting.”
  • “If you have five sources of data, you end up with 25 or 50 different connections that you need to create as an engineering team,” he said. “People wanting to use machine learning to build better products or better customer experience are discovering that they really need to focus on first-party data that they’ve pulled together from their own product and their own interactions with their customers.”

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Augment Partners with Cognitive Marketing Agency AIQ to Deliver AI-driven Marketing Campaigns

  • “We plan to work hand-in-hand with big brands and retailers to educate them on what’s possible using AI, and then build practical marketing programs to leverage the shopper data that either currently goes unleveraged, or doesn’t yet exist, to drive more brand sales. Traditional tactics like shopper marketing, sampling, coupons, in-store displays, and display ads will soon be taken to new levels of ROI with the addition of AI technology. This partnership brings together the people that understand both brands and retailers with an AI platform that is flexible and customizable to their specific needs. This is a perfect team to help brands get started with AI without huge expense or long learning curve,” said Soren Mills, co-founder and CEO of AIQ.

Voice AI Company Voysis Launches Independent Commerce Platform for Retailers and Brands – MarTechSeries.com

  • At an event in New York, Voysis has announced its new product, Voysis Commerce, and released the findings of a research report that shows voice commerce and search is at a major inflection point for retailers and brands.
  • 50% of retailers have mobile voice search on their roadmaps for 2018, a massive increase from sub 1% in early 2017.
  • The majority (60%) of online traffic now comes from mobile devices, but this traffic accounts for only 16% of conversions.
  • Retailers surveyed see voiceas a way of increasing conversion rates from mobile with currently 80% of items from carts abandoned.
  • A large majority of consumers (83%) believe using voice technology makes it easier to find and discover products. Even more, 89%, said voice makes searches faster.
  • Mobile voice search, which takes advantage of the natural synergy between smartphones and voice, is currently on the tech roadmap for 35% of respondents, but that will increase to 60% by the end of 2018.

How to be Competitive in eCommerce (2018) – CIO Review

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  • “Personalized Experience: The age of information overload has provided the firms with the opportunity to inform themselves about the exact desires and demands of their customers. The expectation in such an instance is that the firm will be able to create unique personalized experiences that will enhance and improve customer experience.
  • Sensory Search: With an increase in visual social platforms like Instagram and Pinterest, there has been a transformation in the eCommerce industry in terms of demand for the capability of panoptic search. There’s also a surge of popularity for voice search, and firms should include both these capabilities to boost their site visit.”
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