Future of Work Featured Article

AI Takes Aim at Customer Communications Content

By

Engaging with customers is easier today than ever before thanks to a wave of innovation in the cloud, and the omnichannel reality digital transformation is empowering. As organizations seek to optimize customer communications, it starts with the proper platform in place.

Today, Messagepoint shared MARCIE with the world. Messagepoint Advanced Rationalization and Content Intelligence Engine, or MARCIE, promises to empower firms with the ability to manage, author, optimize and migrate customer communications in an intelligent manner.

“Enterprises are scrutinizing every dimension of their communications for the potential to enhance the customer experience,” said Steve Biancaniello, CEO of Messagepoint. “Having a centralized, AI-powered platform that solves some of the biggest problems companies face around managing legacy content and creating consistent, compelling omni-channel customer experiences is a true game-changer.”

MARCIE’s AI-powered engine will ensure compliance with brand standards across communications; determines reading comprehension levels of messaging; is able to measure message sentiment and optimize impact on the customer; as well as opportunities to consolidate similar or duplicate content for improved efficiency.

Managing customer communications can certainly be tricky, but the appropriate pieces in place enable efficient and effective content library management. And with improved content management comes elevated customer engagement.

Summer 2019 is the timetable for MARCIE’s general release as a component of the Messagepoint CCM platform.

How do you manage customer communications?




Edited by Maurice Nagle

Future of Work Contributor

Related Articles

Cisco Open Sources Conversational AI Platform

By: Maurice Nagle    5/13/2019

In Spring of 2017, Cisco purchased, MindMeld and now it appears the conversational AI platform is being put to use. Recently, Cisco confirmed the tran…

READ MORE

The Future of Work Starts with a Plan

By: Maurice Nagle    5/10/2019

Change can be scary. And for some, the notion of artificial intelligence and machine learning shaping the future of operations can elicit images of Sk…

READ MORE

Human Contractors Are Mining Social Media Posts to Train AI Systems

By: Laura Stotler    5/8/2019

Facebook has revealed it is using human contract workers to mine social media users' private posts in an effort to train AI and machine learning syste…

READ MORE

AI Takes Aim at Customer Communications Content

By: Maurice Nagle    5/6/2019

Today, Messagepoint shared MARCIE with the world. Messagepoint Advanced Rationalization and Content Intelligence Engine, or MARCIE, promises to empowe…

READ MORE

QPC, Call Journey Come Together to Drive AI-Powered Analytics

By: Maurice Nagle    5/3/2019

Today, QPC and Call Journey announced a new partnership bringing together industry leading conversational analytics and contact center innovation.

READ MORE