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Enhancing the customer journey
Personalize customer interactions, understand lightweight models
Hello! This is your non-technical shortcut to understanding AI’s business value, a simple guide to selecting the right AI solutions, and an executive coach for implementing and monitoring AI projects.
“To plant a garden is to believe in tomorrow.”
Welcome to The Daily Spark! Today, we highlight the art of enhancing the path for the customer journey. Design, plant, and nurture your garden of content, engagement points, and prediction data like a Japanese garden. It doesn’t happen overnight but with time and patience, the walk along the path will be worth it.
In today’s Daily Spark
Implementing AI: Taco Bell’s strategic testing and training for AI success
Value Creation: AI-driven personalization in NBC’s Olympics coverage.
Translated Tech: Google’s Gemma 2 2B model and its implications.
AI in Action: Step-by-step guide to enhancing customer experience using AI.
Human Side of AI: Personalizing customer interactions with AI-enhanced CRM tools.
Today’s Headlines Translated
IMPLEMENTING AI
Testing and Employee Training to Enhance Success
Executive Brief: Before rolling out Voice AI technology to hundreds of locations, Taco Bell conducted a two-year testing phase. Starting with five locations in California, they expanded to 30 stores, refining the system with feedback from franchisees. By the broader rollout, the AI was in over 100 locations across 13 states. The testing focused on improving order accuracy, reducing wait times, and ensuring a seamless experience for customers and employees.
To ensure smooth integration, Taco Bell implemented a comprehensive employee training program. Staff were trained to interact with the AI, troubleshoot issues, and oversee its operations, allowing them to focus more on customer service. This approach aimed to improve efficiency and enhance employee satisfaction by reducing their workload.
Highlights:
Initial AI tests at Taco Bell have been ongoing for around two years.
AI drive-thru ordering technology aims to ease staff workloads.
VALUE CREATION
The Elements of NBC’s Olympics Coverage with AI
Business Case: By leveraging AI in NBC’s Olympics coverage the media company can deliver personalized and engaging content while optimizing operational efficiency. This not only enhances the viewer experience but also positions NBC as an innovative leader in sports broadcasting, potentially attracting more viewers and advertisers. In the broader context of a business value chain, AI integration helps NBC achieve cost leadership and differentiation, driving both profitability and customer satisfaction.
Personalized Recaps: “Your Daily Olympic Recap on Peacock” offers AI-generated, personalized highlight packages. These can be tailored in about 7 million ways from 5,000 hours of live coverage.
Google’s Gemini AI Integration: NBC has partnered with Google to use Gemini AI models in its Olympics coverage. This includes:
AI Overviews: Providing quick hits and detailed information during broadcasts.
AI Narration: Creating personalized highlight reels narrated by AI-generated Al Michaels.
OLI - AI-Powered Chat System: NBCUniversal’s OLI, developed with Huge, uses natural language processing to help viewers navigate the extensive programming. It answers questions about event schedules, teams, athletes, and countries, making it easier to find and watch favorite events.
Enhanced Viewer Engagement and Accessibility: AI tools generate personalized content, assist commentators, create highlight videos, and provide real-time data and analysis, improving accessibility and viewer engagement.
TRANSLATED TECH
Today’s Headlines with Tomorrow’s Perspective
Google has recently unveiled its latest AI model, Gemma 2 2B, which is a lightweight model designed to deliver high performance despite its relatively small size.
This model represents a significant advancement in AI, combining high performance with efficiency and accessibility. Its introduction, along with the new safety and transparency tools, underscores Google's commitment to responsible AI development and deployment.
TECH TERM
Lightweight AI Models
Definition: Lightweight AI models are designed to be smaller and more efficient. They are particularly suited for use when computing resources are limited, such as smartphones, tablets, and IoT devices. This makes them ideal for a wide range of applications, from consumer electronics to healthcare and agriculture, driving the future of AI towards greater inclusivity and environmental responsibility.
AI IN ACTION
PROMPT WITH PURPOSE
Enhance Customer Experience
Copy and paste into ChatGPT, Meta AI, Claude, etc. Edit text to fit your specific case or to experiment for different results.
💥PROMPT
You are an AI assistant integrated into a CRM tool for a mid-market retail company. Your goal is to enhance personalized customer interactions. Using the following customer data, create a tailored communication strategy that includes personalized email content, product recommendations, and targeted offers. The communication should reflect the customer's previous purchases, browsing history, and feedback. Ensure that the tone is friendly and aligns with the brand's voice.
Customer Data:
- Name: Sarah Johnson
- Purchase History: Yoga mat, Herbal teas, Organic skincare products
- Browsing History: Wellness blogs, Yoga accessories, Aromatherapy diffusers
- Feedback: Positive feedback on the quality of products, suggestion for more eco-friendly packaging
- Loyalty Program Status: Gold Member
- Last Interaction: Inquiry about new yoga mat styles
Output:
1. Personalized Email Content
2. Product Recommendations
3. Targeted Offers
4. Suggested Follow-up Actions
Considerations:
- Emphasize eco-friendly initiatives
- Mention loyalty program benefits
- Address the recent inquiry about yoga mats
Start the email with a warm greeting and ensure the content flows naturally.
Prompt Elements:
Define a clear role and objective for the AI.
Provide detailed and relevant data for context.
Specify the exact outputs you want.
Include additional considerations or constraints.
Ensure the tone matches the desired style (e.g., friendly, professional).
AI Tools for the Task
💥Buyer Persona by Mnemonic integrates with CRM and sales tools to create accurate buyer personas, aiding in personalizing customer interactions.
💥Datumo is a data cleansing and enrichment tool for CRMs.
HUMAN SIDE OF AI
Personalize Customer Interactions Using CRM Tools
Example Workflow: Imagine a Customer Experience expert who wants to improve efficiency and effectiveness across various tasks. The process begins with breaking down activities and understanding the data requirements.
Activities:
CRM System Utilization:
Set up and configure the CRM with AI capabilities like Salesforce.
Train staff on CRM usage with AI tutorials.
Customer Data Management:
Segment customers using AI-based clustering algorithms.
Personalize communications and offers with AI-driven recommendations.
Personalized Interactions:
Tailor marketing messages with AI tools like Mailchimp.
Provide personalized support with AI virtual assistants.
Monitor engagement with AI analytics and adjust strategies.
Data Requirements:
Customer Profile Data: Comprehensive profiles including demographics, purchase history, preferences, and past interactions.
Behavioral Data: Data on customer behavior such as browsing history, purchase patterns, and engagement with marketing campaigns.
Interaction Data: Records of all past communications and interactions with the customer across various channels.