Decoding Text & Image: It’s Not Just an Improvement, It’s a Revolution in Customer Experience!

Imagine a world where businesses can almost instantly understand their customers’ needs and expectations, thanks to large models like ChatGPT. These AI models can quickly identify issues in customer interactions and make on-the-spot experience repairs.

The successful decoding of unstructured data is set to reshape the CX SaaS industry, offering businesses more efficient and effective experience solutions.

Now, let’s talk about images, another form of unstructured data. These images are treasure troves of customer preference. If eBay, for instance, could combine these images with the unstructured text data from customer engagements, they could unlock insights into what presentation styles, product introduction modes, and copy characteristics, and etc., work best for which customers and in what scenarios. It’s like finding a map to a treasure chest!

With the advent of Generative AI and highly natural voice synthesis technology, consumers can now enjoy a support experience that’s almost on par with traditional customer representatives. The kicker? The operational cost for businesses is frighteningly low. Moreover, KPMG’s substantial investment in AI technology is set to enhance the employee experience for its consultants, leading to efficiency gains and, ultimately, a transformation in the client experience.

Today, I’ve handpicked 3 key customer experience (CX) updates that I believe are crucial.

1. eBay’s use of generative AI and computer vision to enhance customer experience.

#eBay #GenerativeAI #CustomerExperience

• Brief: eBay is integrating generative AI and computer vision to revolutionize its marketplace, aiming to understand customer preferences and deliver personalized shopping experiences.
• Why It Matters: eBay’s investment in AI technologies signifies a transformative shift in e-commerce, potentially setting a new standard for customer experience in the industry.
• Key Detail: eBay’s AI infrastructure leverages decades of accumulated data, including billions of images, customer interactions, and item details. VentureBeat

2. The launch of a new immersive customer experience for ordering with generative AI.

#Orda #GenerativeAI #CustomerExperience

• Brief: Orda has launched a new immersive customer experience for ordering, powered by generative AI, providing a conversational ordering experience for customers of over 10,000 brands.
• Why It Matters: The integration of AI in customer service, as demonstrated by Orda, is reshaping the retail and hospitality industry, offering personalized, efficient, and engaging customer experiences.
• Key Detail: Orda Assistant analyzes a customer’s ordering history to provide personalized recommendations, leading to a 32% increase in customer spend compared to a general purchase. Retail Dive

3. KPMG’s multibillion-dollar investment in Microsoft’s AI and cloud services.

#KPMG #Microsoft #AIInvestment

• Brief: KPMG and Microsoft have expanded their global relationship, with KPMG committing to a multibillion-dollar investment in Microsoft’s AI and cloud services over the next five years.
• Why It Matters: This strategic alliance signifies a significant shift in professional services, with AI expected to dramatically improve productivity and reshape business operations.
• Key Detail: KPMG expects this investment to unlock potential incremental growth opportunity of over US$12 billion, automating “mundane tasks” in tax, audit, and consulting, and empowering employees with better tools. Forrest & Business Wire