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What is AI Customer Experience (CX)?

Using artificial intelligence to enhance every touchpoint of the customer journey, from discovery to support.

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AI Customer Experience (CX) refers to using artificial intelligence to enhance every interaction a customer has with a company. It goes beyond support automation to include personalization, prediction, and proactive engagement across the entire journey.

AI Across the Customer Journey

  • Awareness: Personalized marketing and recommendations
  • Consideration: Intelligent product guidance
  • Purchase: Streamlined checkout, smart assistance
  • Onboarding: Personalized setup and education
  • Support: Automated resolution and assistance
  • Retention: Proactive engagement and churn prevention

AI CX Capabilities

  • Personalization: Tailored experiences based on behavior
  • Prediction: Anticipate needs before customers ask
  • Automation: Handle routine interactions intelligently
  • Analysis: Understand patterns and sentiment
  • Optimization: Continuously improve experiences

CX Metrics Impacted by AI

  • NPS: Loyalty through better experiences
  • CSAT: Satisfaction with individual interactions
  • CES: Reduced effort to accomplish tasks
  • Churn: Retention through proactive engagement
  • LTV: Lifetime value through improved relationships

AI CX vs Traditional CX

  • Traditional: Reactive, manual, one-size-fits-all
  • AI-powered: Proactive, automated, personalized

Components of AI CX

  • Conversational AI: Natural interactions across channels
  • Recommendation engines: Personalized suggestions
  • Sentiment analysis: Understanding customer emotions
  • Journey analytics: Tracking and optimizing paths
  • Predictive models: Anticipating needs and risks

CX Impact Areas

AI improves experience through:

  • Speed: Faster response and resolution
  • Availability: 24/7 service access
  • Relevance: Personalized interactions
  • Consistency: Same quality everywhere
  • Proactivity: Addressing issues before they escalate

Maven AGI Difference: Maven enables delightful experiences across the customer journey. With 90%+ resolution rates, we transform support from a cost center into a revcenue driver. Happy customers in their moment of need become advocates.

Book a demo to improve your customer experience.

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