Artificial Intelligence

WITH AI…

AI Disruptive Golden Customer Record

Client results:

• 60% 90%+ customers identified

• $15M+ revenue lift projected from ancillary products

• 27% reduction in CAC on FB

• 91% higher conversion rate on FB

• 24% increase in revenue/email; +548% premium

• 20% reduction in time spent by email mktg team

• 8% - 22%+ customer dupes-> big direct mail savings

• 17x more connections from x-brand loyalty db

• 4-12 weeks vs. 8-12 months

• Superior results

2000s: Mobile

• Social

• User download apps from App Stores

Conversational Business Agent

(Powered by AI)

85% placed on-hold; ⅔ hang up; ½ feel un-helped

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

2017 2018 2019 2020

Customer Engagement

Pure Non Human Human

Source: Gartner 2020 Report

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

2017 2018 2019 2020

Customer Engagement

Pure Non Human Non Human to Human Default

Non Human to Human Handoff Non Human Screening

Human

Source: Gartner 2020 Report

Phone

Chat

Social

Community

Messaging

Web

Video

IoT

Co-browse

Email

And this spectrum

will feed further

consumer

expectation across

channels

Source: Gartner 2020 Report

73%Say valuing their time is

the most important element of good service

Of Customer engagement interactions will be managed without people by 2020

85%

20%More Monthly Active Users on Messaging than Social Media

Customers expect a tweet response w/in an hour of

complaining

72%

Source: Gartner 2020 Report

Source: Accenture and Business Insider

The coming distribution disruption

Conversation with

10 people and 10 languages

60+ languages by text

Lectures &

Conferences

Business &

Leisure TravelTour Guides Info Desk, Hotel, &

Airport Kiosks

Deaf &

Hard of Hearing

Unlocking

Tourism

Merlion

5 minutes

Tiger Sky Tower

10 minutes

Indoor

skydiving

40 metres

Orchid walk

to Merlion

7 minutes

Beach station

Monorail arrives

in 2 minutes

“Thousands of partners sign in to our

platform every hour. The response

time from the Face API is incredible,

enabling us to verify our drivers

without slowing them down.”

Dima Kovalev, Product Manager, Uber

Meetings &

Events

Powered by

Microsoft

Source: Skift

• Mobility & Embedded Intelligence

• Natural Multilingual Interfaces

• Personalization & Contextual

• Information to Knowledge

• Recommender Systems

• Data Mining and Knowledge Mgt.

• User Decision Modeling & Usage

• Big Data, Measurement & Analytics

• Location-Based Services & Context

• Travel Info Search & Retrieval

• Social Media, Networking & Inspiration

• AI & Tourism Experience

• AI Adoption, Use and Value Creation

• AI-Enabled Partnership & Collaboration

• AI for Innovation and Service

• Sales, Marketing & CRMSource: McKinsey