How Citi Commercial Cards is using conversational AI to improve CX We spoke with Citi’s Managing Director, Gonca Latif-Schmitt, to learn more about Citi Commercial Cards is using AI chatbot technology within the larger context of CX.
ClickZ Daily: February 28, 2020 |
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| Happy Friday! We spoke with Citi’s Managing Director, Gonca Latif-Schmitt, to learn more about Citi Commercial Cards is using AI chatbot technology within the larger context of customer experience. Citi recently engaged with Interactions, a provider of intelligent virtual assistants (IVAs) to implement a pilot program that utilizes a virtual agent with the goal of improving CX in their Commercial Cards division. Since the pilot started, Citi’s had about a million calls which have a containment rate of roughly 40%. Also, IMVU’s Lomit Patel shows how to use AI and automation to provide an operational layer atop customer acquisition solutions to deliver amazing results for your company. He writes: Sooner rather than later, your customer acquisition efforts will rely on artificial intelligence, machine learning, and automation to adapt, customize, and personalize cross-channel user journeys and deliver optimal results in ways that would be impossible using last generation business intelligence and dashboards. Also ICYMI: According to new research by NTT Ltd: Only 5% of organisations in Europe are delivering a fully functioning experience, yet more than half (51%) consider CX to be a primary differentiator. Genesys, a global leader in cloud customer experience and contact center solutions, announced that Genesys Cloud is now available in AWS Marketplace, a digital catalog with thousands of software listings from independent software vendors. Bluedot announced their location technology powers GoToll, a new mobile app that allows drivers to automatically pay for highway tolls without having to slow down, stop, or take any other action that might distract them. Sylo, an unbiased 3rd party verification and measurement platform for influencer marketing announced that it has joined the Nielsen Connect Partner Network. |
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AI Jacqueline Dooley We spoke with Citi’s Managing Director, Gonca Latif-Schmitt, to learn more about Citi Commercial Cards is using AI chatbot technology within the larger context of CX. |
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AI Lomit Patel IMVU's Lomit Patel shows how to use AI and automation to provide an operational layer atop customer acquisition solutions to deliver amazing results for your company. Read more |
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| Data & Analytics Jacqueline Dooley Exponea, a Customer Data Platform provider, created a cheat sheet that helps define and clarify three common marketing technologies: CDPs, DMPs and CRMs. Read more |
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| Headline News Charlie Braithwaite As the EU unveiled its new digital and data strategy, we look at what this means for the big tech giants and the digital industry as a whole. Read more |
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| Digital Marketing Laura de Castro Braulio Laura de Castro Braulio, Head of Marketing at 2gether, provides helpful tips for rising Fintech companies to consider when strategizing a marketing plan. Read more |
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| Digital Marketing Jacqueline Dooley We take a deep dive into the findings of a Bynder survey that assesses the impact marketing technology has on brand awareness and perception. Read more |
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Analytics CDP (or the Customer Data Platform) collects data from the internet and offline sources in real-time in order to create a unified customer view, that can power highly-personalized marketing campaigns. Download now |
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| Digital Marketing Today, consumers spend more time engaging with media than ever before and the proliferation of channels and devices gives us more opportunity than ever to connect with these audiences. But with these advancements also come challenges. Download now |
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