Top 6 Use Cases for AI in CX

White Paper Details

Pages: 13
Tables, Charts, Figures: 3
Release Date: 3Q 2018


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Best-in-class companies understand they are in the customer experience (CX) business, and McKinsey reports that successful ones are seeing revenue gains of 5% to 10% and cost reductions of 15% to 25% within 2 to 3 years. The evolution of CX is being driven by several key factors, including the digitization of society and data, customer demand for more control and better outcomes in their commercial relationships, and the correlation between emotional connection and customer satisfaction.

Tractica has identified six use cases where artificial intelligence (AI)-driven solutions will propel CX: customer service virtual digital assistants (VDAs); live agent assist; e-commerce and sales VDAs, sentiment/emotion analysis for product/market research; sentiment/emotion analysis in retail; and sentiment/emotion analysis in healthcare. Collectively, spending on AI-driven software for these use cases will reach more than $3.2 billion in 2021 and grow to more than $9.3 billion in 2025.

This Tractica white paper explores the market issues surrounding these six use cases. These trends draw from ongoing research and analysis that form part of Tractica’s User Interface Technologies and Artificial Intelligence advisory services. The white paper is published in partnership with The AI Summit San Francisco, which is being held September 19-20, 2018.

Key Questions Addressed:

  • What are the key trends in the evolution of AI-driven solutions for CX?
  • What is the role in CX for key AI technologies like natural language processing, computer vision, machine learning, and deep learning?
  • How is the CX market ecosystem exploring use cases like virtual digital assistants, retail, product/market research, and healthcare?

Who Needs This Report?

  • Artificial intelligence companies
  • Customer experience solution providers
  • Customer experience managers in enterprise organizations
  • Software and application developers
  • Investor community

Table of Contents

  1. Use Cases for AI in Customer Experience
  2. Why AI in Customer Experience?
    1. Digitization of Society and Data
    2. Customers Demand A Better Experience
    3. Emotional Connection
  3. Use Cases
    1. Customer Service Virtual Digital Assistants
      1. HDFC Bank
    2. Live Agent Assist
      1. Creative Virtual
    3. E-Commerce and Sales Virtual Digital Assistants
      1. Flamingo
    4. Sentiment/Emotion Analysis in Product/Market Research
      1. Adoreboard
      2. Realeyes
    5. Sentiment/Emotion Analysis in Retail
    6. Sentiment/Emotion Analysis in Healthcare
      1. Pain Assessment
      2. Psychoanalysis
      3. Medical Empathy
  4. Conclusions
  5. Additional Reading
  6. The AI Summit San Francisco

List of Charts and Figures

  • Customer Experience AI Software Revenue by Use Case, World Markets: 2018-2025
  • Spectrograms of the Phrase “Kids are Talking by the Door” Pronounced with Different Emotions
  • Facebook Suicide Prevention Tools