AI for CX

Harness artificial intelligence (AI) in Customer Experience with Cemantica

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Create and enrich personas with AI

Ask Alex to generate journey maps

Automatically spot insights and trends

Use artificial intelligence to suggest solutions and opportunities

How artificial intelligence (AI) can improve Customer Experience

By now we are familiar with the role of Artificial Intelligence (AI) in improving Customer Experience (CX) at an interaction level, for example using Generative AI to create personalized marketing campaigns or AI-powered chatbots and virtual assistants in customer support and service.

Now we see Artificial Intelligence play a role for CX teams to help plan, execute and gain insights throughout the strategic and operational phases of managing a Customer Experience program.

By harnessing this cost-effective resource, AI helps achieve business goals to improve Customer Experience and helps you operate more effectively.

AI and Customer Experience White Paper

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AI trends in Customer Experience

Industry research constantly illustrates the positive impact of leveraging AI to plan and deliver optimal customer experiences.

How is AI used for Customer Experience management?

As an intelligent all-in-one Customer Experience platform, Cemantica allows its users to use artificial intelligence with our AI assistant, Alex.

Persona profiles

Because AI can analyze vast amounts of data from both internal and external sources, it can help create and / or enrich personas to help understand audience preferences and behaviors to create customized experiences. Ask Alex, the AI assistant in Cemantica to humanize your data and save time capturing the essence of your audience.

Journey mapping

A benefit of using AI technology is to increase productivity, saving time on tasks that can take days such as generating customer journey maps based on organizational data and best practice, in minutes. The CX team can use natural language to brief the AI assistant, select the elements to generate and then review and adapt the map.

Solutions and Opportunities

Using predictive analytics, artificial intelligence can not only automatically detect and analyze customer pain points and spot trends. Your AI assistant adds more value by suggesting your best next steps to take to fix frictions surfaced in your journey maps. Alex is helping the CX team gain better insight from your maps, smarter and faster.

Smart analytics

To enhance decision making, AI can not only ideate solutions, but can also provide guidance on the way to prioritize them to help CX teams focus on the actions that bring the most value to customers and the business. Out-of-the-box reports analyze feedback, operational and transactional data against business KPIs to help you keep track of impact and priorities.

Journey orchestration

Based on your customer data, AI can automatically build primary and alternative routes to visualize preferred interaction channels, providing insights into behavioral patterns of the customer journey. Your AI assistant can analyze journey optimization scenarios and proposes ROI simulations that translate the CX investments to financial impact (either revenue generation or cost reduction levers).

Creating personas with AI

To create an AI persona, CX teams can describe your target customer in a prompt containing contextual information such as demographic data (gender, geography, age etc.) and ask Alex the Cemantica AI assistant to generate a whole persona with not just criteria suggested but the content completed.

You may already have multiple personas created within your CX platform, but these might not be updated regularly or as targeted as they could be, Alex can look within internal and external sources of data to either enrich your existing criteria with more content or to suggest new criteria that will make the persona more relevant and relatable.

Telesure Investment Holdings

Artificial Intelligence in Cemantica goes a step further to support us building customer journey excellence. Alex the AI Assistant is not only a source of inspiration by sharing insights we may not source internally but it unlocks time for enriching maps and governance. A game-changer and a time-saver!

Marianne de Korte, Customer Journey Manager

Creating journey maps with AI

The creation and maintenance of journey maps over time requires effort and persistent resource, this is where an AI tool such as Alex in the Cemantica platform, can alleviate pressures and help your CX team work smarter.

AI-powered customer journey mapping is easy in Cemantica, from a simple prompt, describe the journey map and Alex will complete a journey map with swimlanes, stages and content based on your own organizational data. Click on the elements to be built (touchpoints, pains, gains, opportunities and solutions) and then you are free to adapt the map based on your own knowledge. You can even ask Alex AI to re-write your text (summarize, translate, change tone etc.). What used to take days now takes minutes, AI journey mapping is a great starting point!

Explore the links below to deep-dive into how to create a customer journey map with AI, step-by-step.

Crafting Journey Maps with AI Blog How to Map Journeys with AI Video

The integration of Alex AI into Cemantica has greatly enhanced how we manage customer journeys. Its AI-driven insights deliver quick, data-backed results, helping us identify and resolve pain points efficiently. This ensures we consistently meet guest expectations, offering seamless experience. The speed and actionable insights provided by Alex AI have been key in improving our customer satisfaction and journey optimization.

José Luis Sulvaran, Head of Service Design

Use AI to generate Opportunities and Solutions from Insights

To help you move forward from the insights you’ve gathered from your journey maps to start optimizing Customer Experience in your project execution, Cemantica’s AI assistant, Alex can automatically generate Opportunities and Solutions.

There are two efficient ways to generate Opportunities and Solutions with the help of Artificial Intelligence. Firstly, as seen before, during the creation of your Journey Map with Alex, simply click on these elements to include them in your Map.

Alternatively, if you already have your Journey Map, you can ask AI to automatically ideate both Opportunities and Solutions from an Insight (for example a customer pain point). Alex will generate multiple suggestions for you to take and you can even ask your AI assistant to ideate again. Alex will also classify whether it will be a quick win or a more complex action to help you prioritize.

Generate Opportunities and Ideate Solutions from Insight with AI Video