Applications of AI that create customer value and solve human problems

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  • How Well Do You Understand AI Applications?

    Last week I spoke about AI at the Argyle Forum webinar and the ConnectID Conference in Washington, DC. Technology is emerging and we need to find ways to integrate it. In order to get approval for AI initiatives from our CFOs and boards and to achieve customer adoption, the AI application must meet a specific customer need or fill in a journey gap. Today we discuss three artificial intelligence examples. And how they connect to customer experience.

    As Jessica Groopman summarizes, AI can be broken into 3 major streams: big data, vision, and language. These streams come with various applications that have clear business cases.

    AI Big Data Application

    Our big data artificial intelligence example is Ancestry.  Ancestry uses big data to explore DNA and compare it to hundreds of thousands of records it already has in its database. This provides customers insight about their genetic origin.

    Even my genetics specialist suggested that my husband and I check our ancestry there. After all, information is power. And knowledge about who we are and where we come from is a gap in our journeys as individuals.

    Ancestry utilizes big data and creates a product, as well as a customer experience that makes sense to the end user.  This is why customers are adopting their product and sharing their enthusiasm about it. 

    AI Language Application

    At Waverly Labs,  Andrew Ochoa and his team are using machine translation to break down language barriers around the world.

    With an ear piece and an app, users can travel anywhere in the world and hold real-time conversations with locals, without learning the language of the country they are visiting. That is a communication game changer.

    Imagine finally having a real conversation with your waiter in a small French bed and breakfast and ordering the best local dish. Or speaking to your mother or father-in-law without having to learn your spouse’s mother tongue (although understanding each other better could deteriorate that in-law relationship :)).

    These real customer experience gaps drove 22K people to fund Waverly Labs on IndieGogo, and helped Ochoa raise $4.5M.

    AI Vision Application

    Facial recognition is one of the most common applications of vision AI. Yesterday at the ConnectID Conference, we saw a variety of trials that prove the use of facial recognition at the airport to enhance efficiency and security for the customer and his/her journey.

    Airlines and airports around the world are refining the value proposition of these deployments. Their goal is a seamless biometrically-enabled journey. 

    Last year, we wrote about eBay and their big bet. E0bay aims to make AI the center of product design. They are building the ultimate personalization, making it possible to design an outfit that does not exist!  We are all learning. But one thing is certain, chatbots are not the only application in AI.

    If you are a competitive customer experience professional, you better learn all the answers AI offers. Otherwise, you risk finding yourself with a stupid chatbot in your contact center. While  your competitor used AI to reimagine the customer experience and embraced a technology that drives them straight into the future.

    Get More Artificial Intelligence Examples

    Learn more about how customer experience can use AI, and explore artificial intelligence examples in action when you become a Member of The Petrova Experience.

    Organizational Culture and Access to Information

    By and large, people perceive culture as an HR discipline. The most common perception is that culture covers the soft side of performance. Culture is about how you do things, not so much about what you do. This approach to culture could not be more wrong. In fact, organizational culture is about so much more than a few words in a performance review sheet.  It is about leaders expressing values, and the action guidance their cultural behaviors provide.

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    Get Customer Experience Basics Right and You Don’t Need to Invest in Wow Moments

    Wow Moments are a Customer Experience hot topic. Customer experience professionals ideate how to build, prioritize, finance, and measure these Wow Moments. Chip and Dan Heath wrote a whole book on the topic: The Power of Moments. No Wow Moment saves you from negative word of mouth if your brand fails to get the customer experience basics right or to deliver the expected brand experience consistently.

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