Two more ways AI is transforming the customer experience

In my previous blog post, I explored how reinforcement learning is taking the guesswork out of marketing to deliver great experiences. Let's take a look at two additional areas where AI is transforming the customer experience: recommendations and natural language processing. We've all had online shopping experiences where an item is recommended that seems so irrelevant, and we realise this company does not understand us as a customer at all. There are typically two approaches to recommendations. The customer-centric approach looks for similarities in the behaviour or characteristics between users or customers and recommends products that other similar users have bought.