Hyper-Personalizing the Customer Experience w/ AI with Rob Walker - TWiML Talk #127
Analysis
This article discusses the use of AI and machine learning to hyper-personalize customer experiences. It features an interview with Rob Walker, VP of decision management and analytics at Pegasystems. The conversation covers how enterprises can leverage AI to optimize sales, service, retention, and risk management. Key topics include balancing model performance with transparency, especially concerning regulations like GDPR, and addressing bias and ethical considerations in ML deployment. The article highlights the importance of AI in shaping customer interactions and the challenges of responsible implementation.
Key Takeaways
- •AI is crucial for hyper-personalizing customer experiences.
- •Enterprises can use AI to optimize sales, service, retention, and risk.
- •Transparency and ethical considerations are important when deploying AI.
“Rob and I discuss what’s required for enterprises to fully realize the vision of providing a hyper-personalized customer experience, and how machine learning and AI can be used to determine the next best action an organization should take to optimize sales, service, retention, and risk at every step in the customer relationship.”