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AI for CX

Harness artificial intelligence (AI) in Customer Experience with Cemantica 

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.

Bottom Curve
Bottom Curve

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.

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.

Read more about Personas in Cemantica.

Explore the links below to discover more about using Alex your AI assistant to create and enrich a Persona in Cemantica.

How to Create a Persona Blog
Persona creation ai cemantica
Marianne de Korte TIH

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
AI Ideation of solutions and opportunities in journey map
JOSE LUIS SULVARAN

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
Alex AI Generate Opportunities Solutions Insights
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Read more about AI and Customer Experience

The world of AI in Customer Experience is constantly changing, so keep up-to-date with our Resources area where our experts bring you the latest news and how-to’s in articles and blogs, or go deeper with whitepapers for more insight.

Do you participate in AI and Customer Experience events? Cemantica regularly speak, host and attend industry conferences and webinars about CX and AI so register and watch replays to discover more.