Thought Leadership

Improving Customer Experience Through Intelligent Automation and Data Unification

Improving Customer Experience through Intelligent Automation

End users are setting new standards for the customer experience. Those we serve have higher expectations and are increasingly more influential in the design and performance of every interaction.

With the speed of advancements in technology, we must design the experience around – and along – the client’s journey. In either case, whatever path they choose, it’s meaningful, intuitive, person-centric, always learning, and – whatever the channel – wholly connected. The bottom line is that creating a positive experience through adopting Artificial Intelligence (AI) and Data Unification has become a requirement, not just a nice to have.

Artificial Intelligence and Its Potential

The great potential of Artificial Intelligence is a result of the fact that AI has the power to analyze and process vast amounts of data from different sources. This includes human behaviors and emotions, thereby helping create a more meaningful customer experience.

To successfully incorporate AI into customer experience, businesses need three fundamental capabilities: Data unification, real-time insights, and business interaction.

The foundation of enterprise intelligence is a technology platform increasingly driven by artificial intelligence (AI). DATAMARK has identified three pillars that drive enterprise intelligence:

  1. An organization’s ability to synthesize information.
  2. Its capacity to learn.
  3. Its ability to apply insights at scale.

Furthermore, artificial intelligence has immense potential to supercharge all three of these pillars. However, most enterprises still struggle with AI, and achieving enterprise intelligence at scale remains a challenge for most organizations.

According to an International Data Corporation’s (IDC) 2020 survey of analytics, 80% of respondents said they were at some stage of AI adoption. However, most were only pilots or using AI for limited business functions. Their research showed several significant barriers on the path toward incorporation of AI capabilities to drive greater enterprise intelligence, including:

How AI can transform the customer experience for the better

Improved CX with chatbots and AI-powered virtual assistants: AI’s most significant impact on customer experience is by making it automated, fast, and hassle-free. By automating customer query responses, companies can reduce training time for service representatives and save revenue in handling highly repetitive service queries.

All things considered, with the help of AI-powered virtual assistants, businesses can distribute content more effectively in various channels to cater to the right audience.

Predictive personalization: This is the effort and ability to predict the actions of users based on their previous behaviors. AI effectively uses predictive personalization to improve the customer experience by naturally integrating it with consumers’ everyday lives.

In sum, AI-infused procedures will make customer experience interactions smoother and streamlined across various channels.

AI-enabled analytics for crucial customer insights: AI can play a critical role in providing companies with actionable insights by feeding intelligence into your CRM, marketing automation, and other vital operational tools. You can incorporate proven insights to improve customer engagement and empower employees by helping them make informed decisions.

A dramatic shift in decision making: The success of AI will be measured in more practical ways like return on investment, new market opportunities, etc. These achievements will be made through a paradigm shift in terms of decision-making.

The power of big data, AI, and machine learning have paved the way for a decision-making metric, enabling businesses to make informed decisions in real-time.

The benefits of unified data

As important as the process orchestration of physical assets and processes has become, data now requires strategic orchestration. Virtualizing capabilities like data ingestion and translation at the edge will make data flowing across the network relevant and homogenized. By processing it closer to the point of creation, faster and more agile decision-making can be made where needed. Salient data will also be sent to the cloud intelligently to reduce cloud storage and transaction costs and to ensure operational stability and security.

Data that can be quickly processed and cross-referenced for correlative trends is a valuable resource with significant advantages. The best benefits of unified include:

What DATAMARK can do for you

Seeing that AI presents excellent potential, it is anything but simple. As discussed above, there are several obstacles to overcome in the process of collecting, cleaning, organizing, and implementing data and then training high-quality AI models. Many issues stem from using disparate solutions and a confusing process. The key to establishing effective enterprise AI is unifying data tools and techniques into a singular UI experience to help your organization handle AI quickly and efficiently.

At DATAMARK, we address the adoption of AI and data unification for our customers in several ways, beginning with choosing cutting-edge tools that are best-in-class solutions. We vet all third-party vendors, so they don’t have to. This saves not only valuable time and money but also ensures an exceptional quality of service.

With over 30 years of experience in the industry, DATAMARK has successfully built customized solutions and tools that guarantee a uniquely curated experience specifically focused on our client’s needs.

Celebrating 30 Years of Exceptional Service