How AI can enhance customer experience


Many companies seem eager to leverage artificial intelligence and machine learning capabilities, if for no other reason than to be able to let their employees, customers, and business partners know that they’re on the leading edge of technology progress.

At the same time, a lot of businesses are looking to enhance the experiences of customers and channel partners, in order to increase brand loyalty, boost sales, and gain market share—among other reasons.

Some have found a way to combine these goals, using AI-powered tools to improve the way they deliver products, services, and support to their clients and business partners. Here are two examples.

G&J Pepsi: Predicting stores’ product needs

G&J Pepsi-Cola Bottlers began its foray into AI and machine learning in January 2020, when it partnered with Microsoft to better understand the AI and machine learning components within Microsoft’s Azure cloud platform.

With guidance from Microsoft’s data science team, “we spent time understanding the environment, required skill sets, and began ingesting various data components within Azure ML to provide predicted outcomes,” says Brian Balzer, vice president of digital technology and business transformation at G&J Pepsi.

A year earlier, G&J Pepsi’s executive team had approached its digital technology organization about providing predicted orders and store shelf optimization for its Pepsi products. “This was driven by the large amount of manual labor required to service our customers with the vast array of products, brands, and SKUs we offer,” Balzer says.

Copyright © 2021 IDG Communications, Inc.



Source link