cover of episode #44 Implementing AI in Customer Experience

#44 Implementing AI in Customer Experience

2024/8/21
logo of podcast Experts of Experience

Experts of Experience
AI Deep Dive AI Chapters Transcript
People
L
Lauren Wood
M
Megan Hatala
Topics
Megan Hatala：本期节目讨论了机器学习和自然语言处理在增强用户研究和改善客户体验中的应用。她强调了数据分析、情感分析和个性化在理解用户行为和需求中的重要性，并讨论了在客户体验中实施AI的挑战。她以Veritas Technologies的NetBackup产品为例，阐述了如何利用AI处理大型数据集，识别用户行为模式，并根据用户的即时需求提供个性化服务。她还分享了在进行定性研究时，如何通过观察用户行为来了解他们的需求，以及如何将这些信息转化为可操作的改进。她还谈到了在跨职能团队之间促进协作，以确保用户反馈能够有效地整合到产品中。最后，她还讨论了在使用AI进行用户研究时，如何确保遵守道德标准和维护用户信任。 Lauren Wood：Lauren Wood作为主持人，引导Megan Hatala分享了她使用机器学习算法进行用户研究的经验，并探讨了AI如何改变用户研究方法。她与Megan Hatala讨论了数据分析、个性化、预测分析以及定性和定量研究方法的结合。她还关注了在客户体验中实施AI的挑战，例如如何将收集到的信息有效地共享和应用，以及如何量化挫败感的成本。此外，她还探讨了如何建立信任和积极的情感联系，以及如何进行有效的客户访谈，以获得有价值的信息。最后，她还与Megan Hatala讨论了AI对用户研究的影响，以及未来用户研究的发展方向。

Deep Dive

Chapters
Megan discusses the integration of AI in UX research, focusing on data analysis, sentiment analysis, and personalization to identify patterns in user behavior and enhance the customer experience.

Shownotes Transcript

 On this episode, Meghan Hatalla, Senior Customer Experience Researcher at Veritas Technologies, discusses the use of machine learning and natural language processing to enhance user research and improve customer experience. She highlights the importance of data analysis, sentiment analysis, and personalization in understanding user behavior and needs, and talks about the challenges of implementing AI in customer experience.

  • The role of machine learning and AI in processing large data sets and identifying patterns in user behavior
  • The importance of qualitative research in understanding user experiences and problem-solving
  • How to Implementing AI in customer experience
  • How to build trust and emotional connections for a positive customer experience
  • Key Components of Effective Customer Interviews
  • The Role of User Research in AI

–

How can you bring all your disconnected, enterprise data into Salesforce to deliver a 360-degree view of your customer? The answer is Data Cloud. With more than 200 implementations completed globally, the leading Salesforce experts from Professional Services can help you realize value quickly with Data Cloud. To learn more, visit* salesforce.com/products/data*)* to learn more.*

 

Mission.org is a media studio producing content alongside world-class clients. Learn more at mission.org).