AI has very quickly become a confusing landscape with terms such as machine learning (ML), deep learning, supervised learning, text analytics, image recognition, robotics, face recognition, natural language processing (NLP) emerging every day. As a marketeer, where do I start? My focus is to improve customer experience and engagement for my brand – how do I leverage a seemingly powerful tool, i.e. AI, to do that? One of the places to start is the big picture. What is the core objective? – Retention, making customers happier (NPS), enhancing contact centre experience specifically, acquiring more customers or a combination of these? For example, if you are a pizza house, your objective may be
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