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Using AI to improve customer loyalty


Today, customers expect a lot more from their favourite brands. We’ve become accustomed to accurate and intelligent recommendations from companies like Amazon, who have disrupted customer expectations by providing more personalised experiences tailored to the interests of their users.

The loyalty business is no exception. Traditional loyalty programmes – where consumers collect points to earn rewards, offers and discounts – have become ubiquitous. These businesses now need to leverage new technologies to provide an experience their customers have come to expect or risk them losing interest.

One way to do this is through artificial intelligence (AI). AI is providing new opportunities for businesses to offer their customers unique and hyper-personalised experiences, and, in turn, generate greater customer loyalty.

The rise in AI investment

In 2018, the UK government announced that £950 million would be invested in AI which, among other things, would go towards training 8,000 specialist computer science teachers and funding 1,000 computer science PhDs by 2025. The reason for this investment is clear. AI is where the money is… and there’s a reason why.

From data-mining to powering intelligent insights to automating manually-intensive processes, organisations have seen the potential that AI can bring. AI is estimated to add £232 billion to the UK economy by 2030. Some surveys suggest that up to 80% of enterprises are already working on active AI solutions right now.

The variety of potential uses of AI is vast. A recent survey found that 62% of enterprises are investing in AI technologies to specifically improve customer experiences.

The value of AI in customer loyalty

Everything people do online generates data. Organisations, therefore, hold a lot of useful data about their customers. For instance, did you know that Amazon collects data on:

  •       how often customers log in and when
  •       what they browse without buying
  •       how often they make a purchase
  •       the time of day they make purchases
  •       what they purchase

It would be a time-consuming (and near-impossible) task for employees to categorise all this information: i.e. to add the right tags and metadata, and to store it in the right place. But through automation, AI can complete these tasks in seconds. The same can be said for gaining insights from that data.

For the loyalty business, this cocktail of AI and big data provides exactly what is needed to take customer experiences to the next level. Insights can be used to drive loyalty through greater personalisation, such as recommendations based on customer lifestyle, interests and activity.

Unrivalled customer insights

Our smartphone’s library of digital images provides an extensive and unique data. Developments in AI have now made it possible to analyse this data to provide insights into users lifestyles and interests.

AI can teach a mobile device to analyse its on-device image gallery to produce insights about its likes and dislikes, their desires, and their intentions for the future. Photos become a data source that can be used to align your customers with what your loyalty scheme offers.

The Pixoneye SDK identifies numerous features within digital photos and condenses these into a single vector, representing the entire gallery. This can be matched to pre-programmed characteristics (for example: water sports enthusiast, foodie, married with children). These insights are then presented on a dashboard which makes it easy for loyalty businesses to tailor customer experiences to individual users.

Pixoneye’s technology can predict when a customer is going through a life-changing event – including the moments that matter most, such as marriage, moving home or having a baby. This enables companies to tailor their services directly to customers in real-time.

Imagine if you could offer exactly what your customer wants, needs and cares about, at exactly the right time? This could include specific discounts at the moments they will be most useful, e.g. cheap rail tickets when you know that a customer is planning a trip, or discounted pet food for a family with a new dog. If you are looking for a way to make your loyalty programme stand out, this is clearly it – by showing your customers that you really understand them.

What’s more, the process is completely secure. Because the analysis happens on-device, no photos ever leave the phone or are ever stored in the cloud. These photos can’t be hacked or stolen because they are never removed from the user’s device. The only thing that leaves the phone is the anonymous profile of the mobile user.

AI is a differentiator

Metadata and understanding visual information will be the main weapons in the battle for customers’ attention. Pixoneye offers a one-of-a-kind way to make use of the same fundamental technology. By leveraging visual information from customers’ photos, it provides experiences and recommendations that are personal, targeted and exactly what customers desire. It is revolutionary AI solutions like Pixoneye that will provide businesses with the cutting edge, to differentiate themselves from the competition.

To find out more about Pixoneye and how AI and computer vision can help you improve customer loyalty, get in touch with us today.

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