Applying artificial intelligence for next-generation conversational customer experience

Customer experience is a combination of the perceptions, emotions, and reactions that a consumer has while using different channels to interact with a company's environment, products, or employees. Major brands aspire to deliver an engaging and compelling experience across all the touch points and "moments of now" they have with their individual customers. To deliver on their ambition, they build the ability to consistently support the entire customer experience lifecycle: from initial contact, through the process of acquisition, engagement, and into a long-term relationship – anywhere, anytime, any device, seamless, contextualized, personalized, and proactive. Many of them have already started the transformation towards having a single, consistent customer platform that supports the end-to-end customer experience by interconnecting enterprise-wide sets of customer data and insights, customer engagement engines (such as marketing, CRM, commerce), and enabling processes through a digital architecture. This next-generation digital platform not only connects the whole client ecosystem of business and technology partners, but also the ecosystem of internet platforms, social networks and devices favored by the consumer.