1、RESEARCHREPORTBrought to you in association withINSIDEHow decision makers are thinking about digital customer experiences.Why chatbots alone are no longer at the cutting edge of AI applications for knowledge management The steps required to align digital CX,data and AI and create a virtuous cycle in

2、 your organizationDISCLAIMER:The information in this piece does not constitute as legal advice and so should not be regarded as such.CREATING A VIRTUOUS CIRCLE WITH AI AND DIGITAL EXPERIENCESWhat your organization needs to know about the relationship between digital customer experiences,knowledge ma

3、nagement,data and AI2Foreword Driven by new tools and technologies,CX has advanced rapidly over the last 20 years and today,the majority of customers expect digital-first experiences as standard.The digital customer experience(DX),however,is not created in isolation;when supercharged by artificial i

4、ntelligence(AI)and data,there is a multi-directional relationship that can be leveraged to create a virtuous cycle of continual improvements.As a result,the leading organizations are training AI models on customer interaction data.This in turn creates better interaction data for their models to lear

5、n from,which can then lead to even better experiences.Get this right and the benefits cascade throughout the entire organization and customer base.Establishing this cycle is not without challenges.It requires orchestration between customer interaction data,knowledge management and artificial intelli

6、gence(AI),and it calls on practitioners to have a broad view of the organization and its strategic objectives.This report explores and explains the links between digital experiences,customer interaction data,knowledge management and artificial intelligence(AI),and examines how to utilize these links