by DPS Magazine Staff
Artificial Intelligence AI is revolutionizing nearly every industry, including customer communications management (CCM). Ways AI is changing CCM today include enhanced personalization, improved customer experience, increased efficiency and automation, data-driven insights, and content optimization.
AI enables hyper-personalization by analyzing vast amounts of customer data—demographics, behavior, and preferences—to tailor communications in real time. “This goes beyond basic personalization and allows for dynamic content assembly, personalized offers, and even customized communication channels,” says Annemarie Pucher, CEO, Papyrus Software.
For example, AI can determine the optimal time and channel to send a specific marketing message to an individual customer.
AI-powered chatbots and virtual assistants provide instant, personalized support, improving customer satisfaction and reducing wait times. Pucher points out that AI can also analyze customer sentiment and adjust communication styles accordingly.
For example, a chatbot can answer customer inquiries about order status or product information 24/7.
AI automates repetitive tasks like document capture, data extraction, and content routing, freeing up human agents to focus on more complex issues. “This leads to significant time savings and increased productivity. Example—AI can automatically extract key information from incoming customer emails and route them to the appropriate team,” says Pucher.
AI analyzes customer interactions and communication data to identify trends, patterns, and insights that can inform marketing strategies and improve communication effectiveness.
AI can analyze content and suggest improvements to tone, style, and readability, ensuring that communications are clear, concise, and engaging. It can also generate different versions of content for A/B testing, adds Pucher.
Mar2025, DPS Magazine
