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Using AI to Enhance Customer Experience: Capital One’s Guiding Principles

AI-Powered Customer Experience

Here’s how companies can leverage the voice of the customer when building an AI-powered customer experience strategy that aligns with business priorities.

随着品牌和客户之间的谈话,跨越分散的渠道分散在社交媒体,调查,电话等等,以规模倾听客户,曾经是全部但不可能的任务。直到最近。由于技术的新进展,甚至是资本一体的全球企业 - 拥有超过4000万客户,并收到了数百万客户调查与文本响应 - 可以轻拍人工智能(AI),分析闪电快速速度以速度快速速度- 时间决策。

When many brands set out to launch customer listening using AI and machine learning, however, they often think about how they can leverage the voice of the customer to align with their business priorities and deliver key business outcomes. In fact, the most important and more effective approach is to harness the power of this intelligence to drive customer experiences and improve customer outcomes that in turn bring those desired business outcomes and often much more.

“我们是听众,”解释说Anne Louise Mason, Consumer Intelligence at Capital One during the Medallia webinar,Using AI to Help in a Customer Crisis。“It is our job to listen, internalize, and respond to what our customers are telling us, on a broad and individual level.”

在使用技术捕捉客户的声音并改善客户体验的整体领导者,以及改善客户体验,银行和金融服务巨头首都,曾与奖章一起转变和重新设计其文本分析计划,从而发展其以其以客户为中心的方法yobetag娱乐城yobet体育官网。

“When we think about an environment as big and as complex as Capital One, or as any other business, we realize we are trying to find patterns, and we are trying to make it easy to listen and absorb something that can feel incredibly chaotic,” Mason shared.

AI-Powered Customer Experience

Capital One has been able to uncover trends and emerging patterns in customer experiences, unexpected feedback about the company it hadn’t anticipated, the human emotions customers are feeling at every stage of the customer journey, what’s working (and what’s not) with its app and website, segments of customers that are in critical need of help, and how to better anticipate future customer issues.

以下是为其客户聆听倡议的资本一项用途的三个指导原则。

#1。是人 - 首先听。专注于客户的声音。

When listening to its customers, Capital One pays attention to the keywords it uses — looking for common themes, the attributes of the conversations — the emotional or personal element of what’s being said, and the overall experience, with the goal of evaluating whether the company has been there for its customers at every step of the journey.

Going beyond just the words people use and digging into understanding the emotional context of every conversation has allowed Capital One to become a better listener, Mason explained.

“他们告诉我们他们所爱的东西,”她补充道。“他们告诉我们他们讨厌的东西。他们告诉我们什么导致压力。他们分享他们的需求和他们的需求。我们在识别我们如何了解这些时刻,不仅仅是从商业和分析视角,而且以一种真正允许我们在我们的投资组合中创造变革的方式,我们的投资方式是如何理解这些时刻。“

#2:行动计划。承诺结果。开发一个可扩展的过程。

While in the past companies may have simply become bogged down by the process of reading over millions of comments to figure out what customers are trying to say, AI makes it possible to find out the meaning behind what’s being said quickly, and move on to the next critical step: planning and prioritizing how to respond.

在反馈中,公司收集了数百万调查,这对资本一项应用程序有很大的积极评论。尽管如此,该团队还能够确定客户无法立即解决问题的经历,并需要进行客户支持电话。此洞察力使团队能够在应用程序中进行改进,并在源代理客户体验问题。yobetag娱乐城

#3:分析和进化。应用分析严格。拥抱包容性变革。

“重要的是要认识到,聆听从未完成过,”梅森说。“随着新的主题出现和趋势发展,公司总会有一些公司可以继续适应。”

For its part, Capital One is exploring customer feedback analysis across the company. Recognizing that people communicate in a variety of ways, the company is making sure its AI analysis is inclusive and set up to support important regional and language differences, accounting for variations between UK and US English and adding Spanish and French to the languages it analyzes.

另一种不断发展的方法?品牌可以利用机器学习不仅仅是了解客户的现有需求和偏好,而是为了主动确定他们未来的需求,通常是通过确定可能需要提出额外支持或资源的信号。yobet体育亚洲版

资本是利用其客户ins的声音ights to more effectively support customers — including those who may, perhaps for the first times in their lives, be unable to make their payments on time — with a goal of ensuring the company has the right resources to assist them and better position them for financial success.

想要创建自己的AI Powered客户体验策略吗?yobetag娱乐城下载Medallia白皮书yobet体育官网“3种方式AI是提供服务客户体验”,了解如何使用AI更快地发现洞察力,预测当前的情绪和未yobetag娱乐城来行为,以及更多。