Artificial Intelligence for Customer Support

Posted by IAX Dynamics on January 6th, 2020

Artificial Intelligence, once a figure of interest for scientists, philosophers, mathematicians, and sci-fi artists is now an achievable feat for organizations and businesses. Enterprise solutions like Dynamics 365 now have inbuilt AI capabilities that can leaf through huge data dumps of your organization to get back with powerful insights that can be used to make intelligent decisions.  
 
Customer experience, as critical as it is for healthy growth and survival of an organization or business, cannot be done solely without the use of technology. With technology fueling the business sphere now more than ever, it would be foolish to not jump on the bandwagon and reap the benefits. 
 
Artificial intelligence inbuilt in Dynamics 365 helps unify and organize customer data from all sources into a centralized platform. Using this information, it recommends segments, generates predictive insights that drive efficient customer experiences and optimizes processes, letting you make better decisions. 
 
Below are some ways Dynamics 365 is using AI to provide tools to enhance customer experience: 
 
Customer Data Platform (CDP):  
 
Dynamics 365 provides an intuitive platform for all the data attributed to a lead or a customer. This includes their personal data for recognition, their previous engagements with your products, their previous conversations with your organization, their affinities with any other brands, their interests as well as their churn rate. This is done by unifying all of their transactional, observational and behavioral data. This rich platform gives you a detailed insight into the history of the lead or customer with a single glance.  
 
Nature of the insights: 
 
Through AI help, divide your market into neat segments and find out the next best move to facilitate that segment. Divide potential leads according to their interests, preferable channels for turnover and reach out to them exactly how they want you to reach out. Attach custom workflows to the segments which are triggered automatically when specific actions are initiated from the segment inhabitants.  
 
Platform supported by Azure: 
 
Import your own Azure data store to your custom-built customer data platform to further decrease response time. Through the integrated platform, compliance with General Data Protection Regulation (GDPR) becomes easier as data is not only centralized but also has layered access, avoiding any loss of privacy.  
 
Intelligent Insights: 
 
Inbuilt AI can predict missing customer attributes that might have been missed during recording or transmitting by analyzing customer data. Brand affinities, churn rates and engagements can be predicted by AI if they are missing in the data. Similarly, AI can take into account previous behavior of leads or customers and can predict their behavior with a certain product or even a beta.  
 
AI can recommend products and services for individual customers which are the best shot for turnover. These can then be used to entice customers for long-term retention.  
 
Analysis: 
 
AI can compute the churn rate and lifetime value of a customer which can be used for personalized marketing or reaching out. Churn rate is a measure of the number of customers moving out of your brand's domain over a specific period. This can help you in understanding the suitability of a product for a specific segment of the market or group of customers. Similarly, CLTV (Customer Lifetime Value) refers to the amount of revenue that you predict to generate from one specific customer or a segment during the period over which your service will be of value. Subscription-based services are the best example of this. If a customer has subscribed for 3 months' time than the estimated revenue can be calculated.  
 
Customer Insights predicts customer attributes, analyzing the customer data to identify and make predictions for any missing attributes. For example, using customer records for those who own an electric vehicle, Customer Insights can make a prediction for customers when the electric vehicle ownership isn’t known. 
 
Customization of the AI: 
 
Dynamics 365 provides the capability to modify the AI through AML (Azure Machine Learning) where you can train your own model, test it and then integrate the output with the Customer Data Platform.  
 
The information provided by AI is not just insights, but actual actionable data which is derived from the scrutiny of leads and customer data and can help you in delivering proactive engagement methods that can help to enhance Customer Engagement and increase retention.  
 
Inbuilt AI is available in Dynamics 365 which can be used for boosting sales and getting a more interested audience. To work with Dynamics 365, contact your local service providers which are partners with Microsoft. If you are in UAE and MEA region, IAXCESS is the gold partner for that region and has provided hundreds of clients since its inception.