Multichannel and Omnichannel Marketing

Verizon uses AI-guided decisioning across digital and assisted B2B customer interactions to steer selling and marketing actions.

Business impact

• Attach rate for value-added services — Verizon reports a 2X improvement.
• Win rate — Verizon reports a 15% improvement.
• Adoption in customer loyalty programs — Verizon reports 41% adoption.
• Handling time — Verizon reports a 10-20% reduction.

Data requirements

• Customer interaction data (text) — Used to support decisions during digital and assisted engagement.
• Customer engagement history (tabular) — Feeds the decisioning process for offers and next actions.

AI methods and techniques

• Real-time decisioning — Selects the next best action during customer engagement.
• Guided selling — Supports sales actions and offer selection in customer conversations.

Industries

Real-world evidence

1 documented case study on record.

Companies using this: Verizon.