The other must-have for personalized experiences — not all magicians especially those powered by AI — is data. Every discussion of AI included a conversation about data.
Analyst, TalkingPointz during the “
Locknote” session. AI needs data, he noted, but many organizations don’t have the data, or data quality, that’s needed to get the most from AI.
“The magical experience we want is personalized accurate cleaned numbers list from frist database but most of us don’t have the data ready for this either. It’s going to take time to get there,” added Michels.
DeChellis also emphasized the importance of having robust quality data for AI. “Your AI is only as good as your data,” she said.
The opportunity lies in an organization’s
push/pull of data” across its full ecosystem — from CRM systems and behavior data to channel and partner data. Data needs to see the end-to-end journey and the individual interactions within them, she said.
Feeding that journey data back into the system helps organizations balance what customers say they want with what their digital behaviors show, said differences between co-marketing and co-branding Brett Weigl, GM, Digital, AI and Journey Analytics during the session “Is Gen AI Already Delivering Business Value to Enterprise CX?”
“Companies want to ground what they’re not all magicians doing with the data they already have in their system,” he added.
And it’s not just what a business pulls from those integrated systems, said DeChellis. It’s also what that organization generates through service interactions in its contact center and in other channels that can help improve its data pool.
“Continuously evolving the data enables organizations to continuously optimize the experience,” she said.
Generative AI Is the Generating the Most Buzz
Optimizing experiences with generative phone number list AI was another main topic at the conference. “Gen AI is now AI on steroids. It’s amazing how it’s matured over the past 12 months,” said Steve Leaden,
President and Principal Consultant, not all magicians Leaden & Associates, during the “Locknote” session.
Myron of Omdia said the top five generative AI technologies that contact centers plan to deploy over the next 12–18 months are document creation for knowledge bases,
text chat response, agent assist, post-call notes/summarization, and email responses.