Why Your Brand Needs Digital Agents
Cross channel marketers for the past two decades have tried and failed to unify the customer journey but AI Agents will finally present an opportunity for a customer to feel like she is connecting with someone who knows her. AI reduces the cost of personalization and true one-to-one marketing, sales and service.
Cross Channel Was a Lofty Goal That Did Not Deliver
From the website to the retargeting ad to the in-store visit to the loyalty program, as brand managers we have known for a long time what "good looks like" but it's never been achieved. There are just too many monolithic siloed systems. CRM. Website. Email. Call Center. It's all fragmented. Just think about the last time you were on hold or when someone finally answered. Asked the same question. Unaware that you had called yesterday with the same problem.
Your People Wanted to Help But the Tools Were Missing
The failure was not that brands did not try or that customer service reps or sales reps did not want to solve your problem. Often, your teams did not have access to accurate information about you or had access to too much information with no tool to make sense of your "journey".
AI Digital Agents Have a Chance to Get It Right
This is where AI presents new solutions. "Cognitive" software helps in two ways. First, it can make sense of your entire relationship with the brand. AI's super-power is taking a large amount of loosely structured information and finding the meaning in it. Second, AI coding agents empower brands to finally deploy the "glue" that ties multiple, siloed systems together. In the past, it has been prohibitively expensive to build and manage multiple systems. AI changes the cost structure such that NOT building bridges is more costly than the gaps.
From Proof of Concept to Customer Experiences
The collaboration between brands and their technology partners is changing. Instead of long discovery projects with high costs, your teams envision new customer experiences and interactions by using AI to build realistic POCs. Your people bring their deep knowledge of customers, products and industry domains directly into the design and implementation.
Then, a modern AI implementation partner can quickly refine and bullet-proof the solution by applying their technical expertise side by side with your teams, who are already invested in and a big part of the new interaction, product or service.