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Predictive Analytics, AI and the Promise of Personalization

Recorded - available as on demand webcast

Personalization has been the big promise for the past 15 years. CMS vendors, design agencies and consultancies have set the expectations for advanced functionality that anticipates what users need and put the right products and content in front of them in real time. The problem is that this vision is still a long way from reality. Meaningful personalization requires meaningful knowledge and content assets, the use of analytics to understand and model customers, prediction to anticipate what they need and principles of AI to fulfill the promise. 

This roundtable will review the state of the industry and discuss the problems and challenges inherent in understanding and anticipating user needs and ways that organizations can move the needle, improve engagement and move up the personalization functionality maturity curve.

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How to Design Omni-Channel IVAs That Humans Love To Use

During our webinar, "Omni-channel Virtual Assistants - The Next Frontier in Voice and Text for Customer Service guest speaker Chris Featherstone, who leads business development for AI and speech recognition services at Amazon Web Services (AWS) and Seth Earley, CEO of Earley Information Systems (EIS) discussed ways to design omni-channel virtual assistants to optimize their use across voice and text. When supported by an appropriate information architecture and designed with a deep understanding of the customer, virtual assistants can access enterprise knowledge efficiently, saving time and money. The key to success is to structure the underlying information so it can be retrieved and used by any channel, including humans, to deliver the responses that customers need. Here's a recap of the conversation.