How AI, Machine Learning & Data Visualization are Defining the Ultimate Customer Experience | 7wData

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The words artificial intelligence (AI), machine learning (ML) and data visualization are everywhere right now. Both AI and ML have gained an immense role in defining the business world and have especially influenced the way we define the customer experience.

But when it comes to understanding AI and ML, some people tend to mix them up or they believe that one can substitute the other, which is not exactly the case.

This term is used in order to define technologies that have a human- like intelligence, which are able to do cognitive tasks that were usually reserved to human minds. The term machine learning is meant to describe the process machines go through in order to get data and basically learn for themselves. A better understanding of advanced applied analytics, which is what both AI and ML are based on is definitely necessary in order to bring improvements to all business areas.

To paint a picture of how far AI has come, we bring up the victory of Google’s AlphaGo against Go grandmaster Lee Sedol, in March 2016. Considering that Go is a game that requires strategic thinking, creativity and, not to mention, intuition, it’s easy to understand that when AlphaGo won the game, it also reached an important milestone for such a program.

Here are some of the ways AI and ML have already redefined the customer experience:

Machine learning is already being used by companies in order to offer their clients unique experiences. But how does it work, exactly? Using advanced algorithms, ML is able to learn your preferences. To put it simply, machines are able to take the customer’s past experiences in order to offer content that is personalized, therefore relevant to said customer. We are all familiar with this type of custom-made experience; it shows up on different sites as product suggestions, adverts or personalized deals, based on your browsing history (and past purchases, in some cases). This is all the result of a predictive analysis, something that any Marketing department needs in order to create strong, durable relations with their customers. It is a customer-centric strategy that is meant to lead to a better understanding of the market, meaning that the proper, right content is delivered exactly to the audience is intended for, thus enhancing the customer’s experience.

Generally speaking, the process of automation is about the technique through which a system operates automatically; AI and ML have become key elements when it comes to the automation of works.

Every business needs to find the best solutions in order to properly deal with their time-consuming, everyday tasks. To stay on top of the game, companies are constantly searching for ways in which to automate and streamline tasks in order to grow. Analytics, web management, email and social media automation, and especially the automation of customer support are all great tools that will help businesses get closer to the ultimate goal of completely redefining the customer experience.

The example of the self-driving vehicles is on everyone’s lips when talking about how far technology and automation have come.