With generative AI and Progress DX tools, brands can transform their customer service and experience.
In today's digital age, businesses are constantly seeking ways to improve their customer service experience and efficiencies, whether in search of profit or simply survival. With customer expectations constantly rising, it has become more critical than ever for businesses to deliver exceptional customer service and personalized experiences. The combination of generative AI and Progress DX technology is looking to enable brands to revolutionize their customer service and experience, making it easier and easier to deliver the best possible experience to their customers.
Progress Software, a leader in the software industry, offers a suite of Digital Experience products. This suite includes a range of powerful tools that help businesses enhance their customer service and experience. Let's take a closer look at how generative AI enhances four key components of Progress DX.
Personalization is the key to engaging customers and keeping them coming back. Progress Sitefinity Insight is a tool that allows businesses to segment their customers based on their journey, measure and optimize marketing touchpoints and drive personalized experiences across channels. Generative AI enhances this tool by providing businesses with a deeper understanding of their customers, which allows them to deliver highly personalized experiences, at scale, that are more engaging and relevant.
Retail business can segment its customers based on their shopping behaviour, interests and preferences. Then, by analyzing this data with generative AI, deliver personalized recommendations and promotions that are highly targeted to each customer's needs and preferences. This enhances the customer's experience and improves the likelihood of repeat business.
Progress Sitefinity CMS is a valuable tool for marketers looking to deliver content across multiple devices in real-time. However, combining it with generative AI can take content generation and delivery to a whole new level. With generative AI, content professionals can leverage the power of automation to streamline their workflows and create highly personalized content that resonates with their audience, not just for who they are, but where they are in their journey.
For example, content professionals can use generative AI to analyze customer interactions across their website, social media platforms and other channels. Based on this analysis, the AI can then generate content ideas that are highly personalized to each customer's interests and preferences. These ideas can be further developed and refined within Sitefinity CMS, which empowers content professionals to create and deliver high-quality content across multiple devices quickly and easily.
Moreover, generative AI can also help content professionals optimize their workflows and reduce time-to-market for new content. By automating repetitive tasks like formatting, tagging and categorizing content, generative AI frees up content professionals to focus on more creative tasks like ideation and content development.
Customer service is a critical component of the customer experience. Progress NativeChat is a conversational UI development platform that allows businesses to build chatbots and first-line support workflows. Generative AI enhances this tool by providing businesses with the ability build automation flows to address customer issues and inquiries both proactively and reactively, leading to faster resolution times and happier customers.
An internet service provider business could, for example, use generative AI to provide adaptive technical support or plug into Corticon to leverage account-based decisioning, including highly personalized product recommendations based on historical usage and billing data. By providing call deflection for high-volume service call types through chatbots, the business can achieve faster resolution times and improve overall customer satisfaction.
Response times are critical in customer service, and brands are constantly seeking ways to reduce them while still delivering high quality service. Progress Corticon provides businesses the ability to transform user experiences and streamline operations by automating complex business decisions, drastically reducing response times. Change management costs become lower too, by keeping business logic out of code.
For example, an insurance company could use Corticon to analyze customer claim details. Based on this analysis, the company can automate parts of claims process, reducing response times and improving customer satisfaction.
In conclusion, generative AI and Progress DX technology looks set to provide organizations with many of the key elements needed to revolutionize their customer service, delivering highly personalized experiences, faster response times and more efficient operations. As the business world continues to evolve, companies that don't embrace these technologies risk being left behind by their competitors. By embracing these technologies today, businesses can take their customer service and experience to the next level and stay ahead in the ever-changing digital landscape.
Jay Sanderson is a seasoned digital strategist and practitioner, with a passion for helping businesses achieve growth by exploiting the benefits of marketing technology.
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