How Citi Commercial Cards is using conversational AI to improve CX

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30-second summary: 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. Citi’s commercial clients were receptive to utilizing technology that reduced the need for card holders to speak with a representative for routine issues that could be effectively addressed digitally. A cross functional team at Citi evaluated AI chatbot provider, Interactions. Citi’s product, technology, operations and customer service teams worked closely with resources at Interactions to implement the tool. From the selection process for Interactions through the first live test call, the onboarding process took about 11 months. Currently the chatbot initiative is still a pilot program that addresses five simple issues with an automated agent. A key part of Citi’s CX strategy was to notify clients before rolling out the pilot program. Since the pilot started, Citi’s had about a million calls which have a containment rate (e.g., the virtual agent can fully service the call without switching to a live agent) of roughly 40%. ClickZ spoke with Gonca Latif-Schmitt, Managing Director at Citi, to discuss their technologically-savvy approach to improving customer experience (CX) for their business card holders and clients. Citi engaged work with Interactions for their Citi Commercial Card initiative. Interactions is a provider of intelligent virtual assistants (IVAs) focused on helping companies improve CX via the use of AI chatbot technology. They offers several products that fall within the customer experience space, including an IVA tool utilized by leading brands such as Hyatt, Constant Contact, and Shutterfly. Example of AI chatbot agent answering a customer’s question—source: Interactions Improving the client experience key for Citi As a credit card business within Citi’s institutional group, the commercial card team is focused on making the entire client experience frictionless and more digital. Says Latif-Schmitt, “In our business of commercial cards, there’s been a significant shift with the organizations that run card programs who want individual card holders to be as efficient and as frictionless as possible in their servicing.” Citi Commercial Card clients were receptive to solving problems without the need to speak with a representative for routine issues that could be effectively addressed digitally. To this end, adding an AI-powered virtual assistant was a natural next step for Citi. The Innovations virtual agent is one of several tools that Citi rolled out to streamline …

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Understanding the role of voice in martech

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30-second summary: Voice technology is being widely adopted, thanks to the global distribution of voice assistants like Google Assistant, which is installed in over 1 billion devices as of 2020. Improvement in voice recognition accuracy is also helping with widespread adoption of voice technology. Google achieved a 95% accuracy rate for the English language as of March 2017. This is the same threshold for human accuracy. 82% of consumers expect an immediate response on sales or marketing. Voice recognition technology, which enables the immediacy of customer service responses, is addressing this need for many businesses. Voice-enabled tools are increasingly being employed within an organization’s martech stack, to facilitate internal operations. Examples include speech-to-text transcription tools, real-time conversational analysis, and automated call listening/conversational analysis platforms. Voice technology is playing an ever-growing role in a variety of martech applications, from AI-powered transcription tools like Trint to signal-based AI tools like Cogito that …

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How Natural Language Processing (NLP) is helping call centers get smart

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30-second summary: Natural Language Processing (NLP) are helping improve workplace efficiency and decrease human capital costs. They are used across a wide range of sectors for both inbound and outbound calls. A n auto attendant can rank and prioritize calls based on urgency. This will occur based around a set of rules established by the call center regarding how calls should be routed. Banks often use NLP’s abilities to answer FAQs for their phone calls – customers provide their questions and based on their response are given a set of canned answers. Once customers voice their concerns, NLP software is able to quickly provide a set of solutions. This cuts down time agents would have spent researching answers, and allows for faster and better service. To create a more personalized experience, NLP technology can be used for call record data analysis in relation to customers. Large numbers of telephone calls …

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7 enterprise level providers of AI-enabled marketing solutions

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30-second summary: We provide seven examples of enterprise-level providers of AI-enabled marketing solutions as well as case studies for each. Each of these companies are leaders in their respective category, with B2B and B2C organizations each benefiting from their AI-enabled solutions. This list is not inclusive of every enterprise-level provider, but is meant to give mid-to-enterprise-level organizations an sense of the best-in-class tools that exist in the market today, and how organizations are using them to improve their marketing, sales, and customer experience initiatives. As part of our ongoing coverage of artificial intelligence (AI) in marketing, we’ve compiled a list of ten enterprise-level providers of technology solutions that utilize AI in some capacity. This list covers key categories within the martech space including digital asset management, marketing and sales enablement, customer experience/engagement, and account-based marketing. This list is not – by any stretch of the imagination – comprehensive in terms …

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8 questions to ask before replatforming your ecommerce ecosystem

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30-second summary: Capgemini’s white paper covers eight important replatforming considerations that retailers should ask before updating their ecommerce ecosystem. The initial three questions focus on determining where your company stands right now in term customer expectations and your current CX capabilities. The next three questions consider that you’ve selected your platform and signed the contract. They address the realities of the contract-to-development process. The final two questions address what’s involved with designing and launching your website and are important questions that help you consider if now is the right time to replatform. When it comes to ecommerce, the replatforming journey can be daunting and overwhelming. A recent white paper by Capgemini, a global technology consultancy that specializes in digital customer experience (CX), reviews eight important questions that retailers need to address before replatforming their commerce solution. The white paper, Eight Questions to Ask Before Migrating to a New Commerce Platform …

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5 tips to accelerate your company’s AI implementation

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30-second summary: The potential of artificial intelligence is almost boundless. AI solutions are starting to be introduced by organizations across many industries and fields. A strong starting point for any AI implementation is to get buy-in from company decision-makers. If key stakeholders understand AI’s potential, they’ll properly resource any transition. AI is particularly useful in the field of data analytics. If you are going to join the ‘Big Data’ era, you need robust data governance. There’s no one-size-fits-all approach to AI implementation. You need to explore and test the different tools and solutions available to you. Don’t neglect the human side of your business in seeking AI-driven answers to your problems. Make sure you train staff effectively in all automation or AI tools you introduce. It’s not insider information to know the unmatched potential of company-wide AI implementation. Even with all the advancement in recent years, it still feels like …

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How would an SEO agency be built today? Part 1: Consumers and trends

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The pandemic put everything to a halt. Then, it forced people and businesses alike in the beginner’s mind . The Zen concept hints at a seeming paradox: as you know more and more about a subject, you tend to dismiss other possibilities. What follows is a quest of shaping choices for the near future in a three-part piece that highlights a core question — How would you build an SEO agency in 2020? We’ll explore the complexity of the topic, mapping key touchpoints that create the agency landscape, from assessing current trends on consumer behaviour, to how key partners of an SEO agency have changed: Consumer and business trends that are emerging and transforming the way people interact. (part one) The current SEO agency business model and its in-depth analysis. (part two) The possibilities ingrained in thinking about what a reshaped SEO agency of 2020 and beyond looks like. (part …

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How Cheetah Loyalty helped Donatos Pizza reached nearly a million sign ups in under two years

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30-second summary: Cheetah Digital, a cross-channel customer engagement solution, was hired by Donatos Pizza to create a loyalty program leveraging their technology, Cheetah Digital. Jon Siegel, Cheetah’s VP of Global Loyalty and Sales, spoke to ClickZ about the program. Siegel was one of the early employees at Siebel CRM Systems in the late 90s. He went on to launch the Stellar Loyalty platform which was acquired by Cheetah Digital in 2018. Donatos, founded in Columbus, Ohio, is a pizza chain with nearly 200 sites across 10 states. They were looking for a partner who could help them launch their new loyalty program and began working with Cheetah Digital in 2018. Onboarding with Cheetah varies depending on the client’s needs. Donatos needed to build a loyalty program from scratch, so the main focus of implementation was in migrating their existing digital communications systems to Cheetah’s platform. Donatos marketing team interacts with …

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Five tools that can help you break free from data paralysis

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30-second summary: Data paralysis is a natural consequence of the marketing technology businesses use daily, but there are tools that can help manage the proliferation of data so that it can be used efficiently and effectively. In this post, we review five tools, each of which help mitigate the data paralysis connected to a specific area of data usage including CRM, lead management, business insights, customer experience, and website traffic/campaign analysis. The tools listed here are examples of the technology that exists to help manage and leverage data. There are many more tools available, so be sure to research solutions that fit within your budget and business type. Data paralysis is a real problem. The proliferation of martech tools and marketing touchpoints has created a wealth of data which, while a boon for businesses, can also present challenges when it comes to data management, analysis, security, and consistency. A 2018 …

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How Your Local Business Can Be a Helper

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Posted by MiriamEllis “When I was a boy and I would see scary things in the news, my mother would say to me, ‘Look for the helpers. You will always find people who are helping.’ To this day, especially in times of disaster, I remember my mother's words, and I am always comforted by realizing that there are still so many helpers — so many caring people in this world.” — Fred Rogers This quote is one I find myself turning to frequently these days as a local SEO. It calls to mind my irreplaceable neighborhood grocer. On my last essential run to their store, they not only shared a stashed 4-pack of bath tissue with me, but also stocked their market with local distillery-produced hand sanitizer which I was warned will reek of bourbon, but will get the job done. When times are hard, finding helpers comes as such …

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Interdisciplinarity: How to Integrate Organic Search, Paid Search, and Content Teams

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Posted by HeatherPhysioc As an industry, we talk a good game about collaboration, but the truth is it’s not really happening the way we tell our clients and bosses it happens. We stroll into new business pitches and make big claims about how “integrated” we are. We preach that our recommendations are better because we have a more “holistic” offering. But whether it’s across agencies working on the same client, different teams working within the same agency, or different teams in-house on the client side, collaboration is much harder to achieve in reality than we make it look on the outside. More often than not, experts get sucked into their respective silos, buried by the day-to-day task lists of their jobs, focusing on their own areas of expertise. Agencies write SEO scopes and PPC scopes separately, often without accounting for content resource needs to make the channels successful. Teams bring …

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