"Case Study: Success Stories of AI in Customer Support"

In the rapidly evolving landscape of customer support, Artificial Intelligence (AI) has emerged as a transformative force, reshaping the way businesses interact with their customers. This article delves into various success stories where AI has been instrumental in enhancing customer support across multiple channels and industries. Through a series of case studies, we explore the innovative applications of AI that have led to improved efficiency, increased customer satisfaction, and strengthened brand trust and safety.

Key Takeaways

• AI-powered chatbots and predictive text solutions are providing seamless omnichannel support, significantly improving customer communication and self-service options.
• Case studies like Laivly and Sidd highlight how generative AI and real-time assistance can revolutionize support operations, increasing policy adherence and operational insights.
• Proactive AI monitoring and automated content moderation are critical in maintaining user safety, platform integrity, and managing brand image effectively.
• Specific industry verticals such as fintech, health tech, and digital commerce are leveraging AI to automate customer service and personalize patient and customer care.
• The future of customer support is being shaped by AI-driven strategies, including advancements in metaverse customer service and collaborative human-machine support models.

Enhancing Omnichannel Customer Care with AI

Integrating Chatbots for Seamless Communication

The integration of AI-powered chatbots into customer support systems has revolutionized the way businesses interact with their customers. Chatbots have become a cornerstone for providing immediate, 24/7 assistance, addressing a wide range of queries with natural conversation capabilities. By leveraging customer data, machine learning, and natural language processing, these virtual assistants can guide users through complex processes, ensuring a seamless communication experience.

The agility of chatbots allows for real-time interaction adjustments, catering to customer needs more effectively and generating valuable leads.

Here are some of the key benefits of integrating chatbots into customer support:

• Immediate response times ensure customers are not left waiting.
• Personalized interactions based on customer data enhance the support experience.
• Cost savings for businesses by automating routine inquiries.
• Scalability to handle peak volumes without compromising service quality.

As we move towards a future where one in ten customer interactions are automated, the role of chatbots is set to become even more pivotal in maintaining customer satisfaction and operational efficiency.

Leveraging AI for Email Response Automation

The integration of AI into email response systems has been a game-changer for customer support. AI-driven email automation not only streamlines communication but also ensures timely and relevant responses to customer inquiries. With the ability to analyze and interpret customer emails, AI can categorize, prioritize, and even respond to messages without human intervention.

The Power of Email Automation in Customer Service - Visor.ai, snippet: In this article, we delve into the depths of AI email automation, its applications, benefits, and how it can enhance operational efficiency.

The impact of such technology is evident in the case of IntouchCX's Generative AI solution, which significantly increased a brand's policy adherence from 61% to 87%. This not only demonstrates the efficiency of AI but also its ability to improve compliance and accuracy in customer interactions.

Here are some key benefits of AI in email response automation:

• Reduction in response time: Customers receive quicker replies, leading to increased satisfaction.
• Cost savings: Automation reduces the need for extensive human support teams.
• Scalability: AI systems can handle a large volume of emails simultaneously.
• Personalization: AI can tailor responses based on customer data and history.
• Analytics: Insights into customer needs and behavior can be gleaned from email interactions.

Improving Social Media Interactions with Machine Learning

The integration of machine learning into social media customer support has been transformative. With AI, you can attain a clearer insight into customer issues, remove guesswork, and free up more time for agents to focus on priority customers. This shift not only enhances the efficiency of customer support teams but also significantly improves the customer experience.

Machine learning algorithms analyze vast amounts of social media data to identify trends, automate responses, and personalize interactions. This proactive approach ensures that customer support is not just reactive but anticipatory, addressing potential issues before they escalate.

By leveraging predictive analytics, companies can now offer more targeted and timely support. For instance, sentiment analysis tools can gauge customer emotions and intent, enabling support teams to prioritize and tailor their responses accordingly. The benefits are clear: increased customer satisfaction, reduced response times, and a more streamlined support process.

Optimizing Mobile/SMS Support with Predictive Text Solutions

The integration of AI into mobile and SMS support systems has revolutionized the way businesses interact with customers on-the-go. Predictive text solutions are at the forefront of this transformation, offering a more intuitive and efficient customer service experience. By analyzing customer data and previous interactions, AI can anticipate customer needs and provide relevant responses, significantly reducing response times and enhancing satisfaction.

• Personalization: AI algorithms tailor responses to individual customer preferences.
• Efficiency: Automated responses handle common queries, freeing up human agents for complex issues.
• Engagement: Timely and relevant interactions boost customer engagement and loyalty.

The seamless integration of predictive text solutions in mobile support not only elevates the customer experience but also streamlines the support process, leading to a win-win situation for both customers and businesses.

As highlighted by EZ Texting, the implementation of AI in text marketing customer service can lead to 'mind-reading' capabilities, where personalized SMS campaigns are crafted to predict and meet customer needs, thereby improving the overall service.

Self-Serve Platforms: Empowering Customers with AI

The advent of AI-powered self-serve platforms has revolutionized the way customers interact with services and products. Self-service options, enhanced by AI, are not only convenient but also empower customers to resolve issues independently, without the need for direct human assistance. This autonomy leads to a more efficient self-service experience and has been shown to significantly increase customer satisfaction.

For instance, Einstein 1 Service's implementation of AI has led to a remarkable 52% increase in self-service customer resolutions. By sourcing personalized answers and streamlining the customer journey, AI ensures that the most relevant information is readily available to users when they need it.

The integration of AI into self-serve platforms is a testament to the technology's ability to understand and predict customer needs, providing a seamless and intuitive user experience.

The table below showcases the impact of AI on self-service platforms:

As AI continues to evolve, we can expect these platforms to become even more sophisticated, further enhancing the customer support landscape.

AI & Automation: Transforming Customer Support Operations

Laivly: Revolutionizing Support with Generative AI

IntouchCX's Laivly is at the forefront of transforming customer support through generative AI. By implementing Laivly's virtual real-time AI assistant, Sidd, companies are witnessing a paradigm shift in how customer service associates operate. Sidd's augmented display screen overlay provides associates with real-time guidance, including best actions, checklists, and automated approvals, effectively moving from post-contact analysis to in-the-moment coaching.

With Laivly, IntouchCX has demonstrated significant improvements in operational metrics. For instance, a delivery service brand experienced an increase in policy adherence from 61% to 87% after integrating Sidd into their workflow.

The table below showcases the impact of Laivly's generative AI on key performance indicators:

This case study is a testament to the potential of generative AI in revolutionizing agent experiences and, by extension, customer satisfaction. As the industry moves towards greater automation, with projections of one in ten customer interactions being automated by 2026, Laivly's role in advancing agent workflows and processes becomes increasingly crucial.

Streamlining Processes with Robotic Process Automation

Robotic Process Automation (RPA) is rapidly becoming a cornerstone in customer support operations, offering a transformative approach to handling repetitive tasks. By automating routine processes, RPA frees up human agents to focus on more complex customer inquiries, enhancing overall efficiency and satisfaction.

RPA not only streamlines workflows but also reduces the likelihood of human error, ensuring a more consistent customer experience.

The implementation of RPA can be seen across various industries, with significant cost savings and improved response times. For instance, a top vacation rental marketplace utilized RPA to cut down on concession expenses, showcasing the financial benefits of this technology.

Here's a glimpse into the impact of RPA in customer support operations:

• Reduction in operational costs: By automating tasks, companies can save on labor and administrative expenses.
• Improved accuracy: Minimizing manual entry reduces errors and enhances data integrity.
• Faster resolution times: Automated processes lead to quicker responses and resolutions for customer inquiries.
• Scalability: RPA can easily adjust to fluctuating volumes of customer interactions without the need for additional staffing.

As we look to the future, the integration of RPA within customer support is expected to grow, with predictions indicating that a significant portion of customer interactions will be automated within the next few years.

Superpunch: Enhancing Engagement through AI Tools

Superpunch, an AI tool developed by IntouchCX, is redefining the way customer support teams engage with users. By providing real-time assistance and guidance, Superpunch empowers associates to deliver a more efficient and accurate service. The implementation of Superpunch has led to a significant increase in policy adherence and customer satisfaction.

Superpunch's AI-driven approach transforms the traditional reactive support model into a proactive and preventive strategy. It equips support staff with the tools to anticipate customer needs and address issues before they escalate.

The success of Superpunch is evident in its impact on operational metrics. For instance, after integrating the AI solution, one brand saw their policy adherence soar from 61% to 87%. This leap not only reflects the effectiveness of Superpunch but also underscores the potential of AI in enhancing customer support operations.

As AI continues to evolve, tools like Superpunch are setting new benchmarks for customer engagement and operational excellence. The case of Superpunch is a testament to the transformative power of AI in customer support.

Catapult: Gaining Insights from AI-Driven Data Analysis

The implementation of Catapult by IntouchCX has marked a significant leap in data-driven decision-making for customer support operations. By harnessing the power of Generative AI, IntouchCX has been able to elevate their brand's policy adherence from a mere 61% to an impressive 87%. This substantial improvement underscores the potential of AI in enhancing the accuracy and efficiency of customer support services.

With the integration of AI-driven tools like Catapult, companies are now able to gain deeper insights into customer interactions and operational expenditures, paving the way for more informed and strategic business decisions.

The case study of IntouchCX reveals a clear trajectory towards automation in customer support, with predictions indicating that one in ten customer interactions will be automated by 2026. This trend is not only a testament to the growing reliance on AI but also highlights the cost-saving benefits that come with it. For instance, the top vacation rental marketplace reported significant savings on concession expenses after adopting IntouchCX's AI solutions.

Vision: Shaping the Future of Customer Support with AI

The integration of AI into customer support is not just about addressing current needs but also about shaping the future of how businesses interact with their customers. With AI's predictive capabilities, companies can anticipate customer inquiries and provide proactive solutions, transforming the reactive nature of customer service into a strategic asset.

The potential of AI to revolutionize customer support is immense, offering a glimpse into a future where customer experiences are seamless, personalized, and more satisfying.

As we look towards a future dominated by AI-driven strategies, it's clear that the role of customer support will evolve. The use of AI tools like Laivly's Sidd, which provides real-time assistance to support agents, exemplifies the shift from post-contact analysis to in-the-moment guidance. This not only enhances the customer experience but also empowers agents with the tools they need to succeed.

The following points highlight key areas where AI is set to make significant impacts:

• Predictive customer service: Anticipating needs and addressing them before they become issues.
• Real-time assistance: Using tools like Sidd to guide agents through complex processes.
• Personalization: Tailoring interactions to individual customer preferences and history.
• Efficiency: Automating routine tasks to focus human expertise where it's most needed.

Building Brand Trust & Safety through AI Innovations

Ensuring User Safety with Proactive AI Monitoring

In the realm of customer support, ensuring user safety is paramount. Proactive AI monitoring serves as a vigilant guardian, identifying and mitigating potential threats before they escalate. This approach is not just about being reactive to incidents; it's about preventing them.

With the integration of AI, companies can monitor interactions in real-time, providing an additional layer of security that is both efficient and unobtrusive.

For instance, AI systems can be programmed with best-practice security measures such as input validation and sanitization, ensuring that the system remains robust against malicious inputs. This predictive and proactive strategy is essential for maintaining trust and safety in customer support environments.

Here are some key benefits of proactive AI monitoring in customer support:

• Real-time threat detection and prevention
• Reduced risk of data breaches and privacy violations
• Enhanced customer trust through robust security measures
• Streamlined compliance with regulatory standards

AI in Fraud Detection and Prevention

The integration of AI in fraud detection and prevention has become a cornerstone in maintaining the integrity of digital platforms. DataVisor's recognition as the Best Transaction Fraud Monitoring and Decisioning Solution underscores the effectiveness of proactive fraud detection measures. AI-driven systems are now essential in identifying and mitigating fraudulent activities before they impact users and businesses.

Fraudulent transactions are not just a financial burden but also erode customer trust. AI algorithms are trained to spot irregular patterns and anomalies that signify fraudulent behavior. This preemptive approach is crucial for platforms that handle sensitive user data and financial transactions.

With the continuous evolution of fraud tactics, AI's adaptability ensures that security measures remain one step ahead. The dynamic nature of AI systems allows for real-time updates and learning from new fraudulent schemes, thereby fortifying the defenses against such threats.

The table below illustrates the impact of AI on fraud detection efficiency:

By leveraging AI, companies not only protect their assets but also reinforce customer confidence, ensuring a secure and trustworthy environment for digital interactions.

Maintaining Platform Integrity with Automated Content Moderation

Automated content moderation has become a cornerstone in maintaining the integrity of online platforms. By leveraging sophisticated AI algorithms, companies can swiftly identify and address inappropriate or harmful content, ensuring a safe environment for users. The balance between AI-driven moderation and human oversight is crucial to achieve both efficiency and accuracy in content governance.

Automated systems are now adept at handling the vast majority of moderation tasks, freeing up human moderators to focus on more nuanced issues.

The implementation of AI in content moderation has shown significant improvements in policy adherence and operational efficiency. For instance, after IntouchCX applied their Generative AI solution, policy adherence rates soared from 61% to 87%, showcasing the potential of AI to enhance platform safety and integrity.

Here are some key benefits of automated content moderation:

• Scalability: AI can handle large volumes of content without fatigue.
• Speed: Instantaneous response to inappropriate content.
• Consistency: Uniform application of moderation policies.
• Insight: Data analysis provides deeper understanding of content trends.

Content Curation: AI's Role in Brand Image Management

In the realm of brand image management, AI has emerged as a pivotal tool for curating content that resonates with audiences. AI-driven curation systems are adept at analyzing consumer behavior, preferences, and trends to tailor content that aligns with brand values and marketing goals. This not only enhances user engagement but also fortifies brand consistency across various platforms.

By leveraging machine learning algorithms, brands can automate the process of content selection, ensuring that only the most relevant and impactful content reaches their audience. This strategic approach to content curation is instrumental in maintaining a cohesive brand narrative.

The benefits of AI in content curation extend beyond just personalized content delivery. Here's a brief overview of the advantages:

• Efficiency: AI significantly reduces the time and resources required for content management.
• Scalability: As brands grow, AI systems can effortlessly handle increased volumes of content.
• Insight: Advanced analytics provide deep insights into content performance, guiding future strategies.
• Compliance: AI can help ensure that all curated content adheres to brand policies and industry regulations.

Case Studies: AI's Impact on Specific Industry Verticals

Fintech: Automating Customer Service for Financial Products

The fintech industry is rapidly embracing AI to automate customer service, providing swift and efficient responses to user inquiries. AI-driven chatbots and automated systems are now handling a significant volume of routine queries, allowing human agents to focus on more complex issues. This shift not only enhances customer satisfaction but also reduces operational costs.

Financial institutions are leveraging AI to analyze customer data, predict needs, and offer personalized advice. For instance, AI can identify patterns in customer behavior to suggest relevant financial products or services, improving the overall customer experience.

The integration of AI in fintech customer service is not just a trend; it's a strategic move towards a more agile and customer-centric business model.

The table below illustrates the impact of AI on customer service efficiency in the fintech sector:

As AI continues to evolve, it will play an even more critical role in shaping the future of customer support in the fintech industry.

Health Tech: AI-Enabled Support for Patient Care

The integration of AI in health tech has revolutionized patient care, offering more personalized and efficient support. AI-driven platforms like Megi Health have been instrumental in enhancing patient engagement and optimizing care pathways. These platforms utilize advanced algorithms to analyze patient data, leading to improved diagnosis and treatment plans.

In the realm of telemedicine, solutions such as Portal Telemedicina are breaking barriers by providing remote diagnostics, significantly reducing wait times for patients. This not only improves access to healthcare but also ensures that critical care can be delivered promptly, regardless of geographical constraints.

The use of AI in health tech is not just about technological advancement; it's about fundamentally transforming the patient experience. By automating routine tasks, healthcare providers can focus more on patient-centered care, while AI tools handle the data-intensive aspects of healthcare delivery.

For instance, TidalHealth Peninsula Regional has seen remarkable improvements in patient outcomes by leveraging AI for predictive analytics. This approach has enabled early intervention and better management of chronic conditions. Similarly, GE Healthcare's AI applications are setting new standards in medical imaging, enhancing the accuracy and speed of diagnosis.

The following table highlights some of the key AI case studies in health care:

Entertainment & Gaming: Personalizing Support with AI

In the dynamic world of entertainment and gaming, AI is playing a pivotal role in enhancing user engagement and satisfaction. By analyzing user behavior and preferences, AI systems can tailor experiences to individual tastes, leading to a more immersive and enjoyable interaction.

• Personalized recommendations are at the forefront of this transformation, with platforms like YouTube, Netflix, and Amazon Prime Video using AI to suggest content that aligns with user interests.
• AI-driven support tools are also streamlining issue resolution, providing gamers and viewers with quick and effective assistance.
• Behind the scenes, AI algorithms are working to optimize server loads and network performance, ensuring smooth and uninterrupted service.

The integration of AI into entertainment platforms is not just about convenience; it's about creating a connection with users that feels unique and personal.

As AI continues to evolve, the potential for even more customized and interactive support mechanisms grows. The goal is to create an environment where support is not seen as a separate entity but as an integral part of the overall user experience.

Consumer Tech: Enhancing User Experience with AI Assistance

In the realm of consumer technology, AI has become a cornerstone for enhancing user experiences. AI-driven tools are now integral to providing personalized and efficient support to users across various devices and platforms. These intelligent systems learn from user interactions, enabling them to offer tailored assistance and predictive solutions that evolve over time.

• Personalization: AI algorithms analyze user data to customize experiences.
• Efficiency: Automated systems provide quick responses to inquiries.
• Predictive Support: AI anticipates user needs and offers proactive help.
• User Engagement: Interactive AI keeps users engaged with the brand.

With the integration of AI, companies are witnessing a significant uplift in customer satisfaction and loyalty. The technology not only streamlines support operations but also enhances the overall user journey.

The impact of AI in consumer tech support is not just felt by the end-users but also reflects in the operational metrics of businesses. Companies leveraging AI report reduced response times, increased resolution rates, and improved customer feedback. As AI continues to evolve, it promises to further revolutionize the way we interact with technology and brands.

Digital Commerce: Streamlining Shopping with Chatbots

The integration of AI chatbots in digital commerce has revolutionized the way consumers shop online. Chatbots have become indispensable tools for businesses, providing instant customer support and personalized shopping experiences. These virtual assistants are capable of handling a multitude of tasks, from answering frequently asked questions to guiding customers through the checkout process.

• Guided Shopping: Chatbots assist customers in finding products based on preferences and past purchases.
• Instant Support: They provide immediate answers to customer inquiries, reducing wait times.
• Cart Recovery: By sending reminders about abandoned carts, chatbots help in increasing conversion rates.
• Feedback Collection: Post-purchase, chatbots can gather customer feedback for service improvement.

The seamless integration of chatbots into ecommerce platforms has not only enhanced customer satisfaction but also significantly reduced operational costs for businesses. With one in ten customer interactions projected to be automated by 2026, the strategic deployment of chatbots is more crucial than ever for maintaining a competitive edge in digital commerce.

The success stories mentioned in the title "4 AI Chatbot Success Stories to Guide Your Ecommerce Strategy" underscore the effectiveness of these AI solutions in overcoming ecommerce challenges and improving the user experience.

The Future of Customer Support: AI-Driven Strategies and Solutions

Metaverse Customer Service: The Next Frontier

The metaverse is poised to revolutionize customer service, offering immersive and interactive experiences that go beyond traditional support channels. As we venture into this new realm, businesses are exploring how to leverage the metaverse to foster deeper customer engagement and loyalty.

In the metaverse, customer service can transform into a more personalized and engaging journey. Imagine a virtual space where customers can interact with support agents in real-time, within a 3D environment that reflects the brand's ethos. This not only enhances the support experience but also opens up opportunities for customer loyalty.

The metaverse introduces innovative avenues for providing exceptional customer service, which is a pivotal factor influencing customer loyalty.

As the technology matures, we can expect to see a range of AI-driven solutions tailored for the metaverse. These will likely include virtual assistants that can understand and respond to complex queries, predictive analytics to anticipate customer needs, and seamless integration with existing omnichannel support systems.

Science as a Service: Leveraging AI for Knowledge Expansion

The integration of AI into customer support has transcended traditional boundaries, evolving into a Science as a Service model. This approach harnesses the power of AI to expand the knowledge base accessible to both customer service agents and consumers. By leveraging vast data sets and sophisticated algorithms, AI provides insights that were previously unattainable, enhancing decision-making and problem-solving capabilities.

With one in ten customer interactions projected to be automated by 2026, the importance of AI in knowledge expansion cannot be overstated. This knowledge equips consumers with the ability to evaluate different options critically and choose the best one that meets their needs.

The benefits of this model are manifold, including increased efficiency, reduced human error, and the ability to provide consistent information across various channels. Here's a glimpse of the impact:

• Efficiency: AI-driven tools analyze and process information faster than humans, leading to quicker resolutions.
• Accuracy: Machine learning algorithms improve over time, ensuring that the information provided is reliable.
• Consistency: Uniform information can be disseminated across all customer support channels, maintaining brand integrity.
• Personalization: AI can tailor information to individual customer needs, making support more relevant and effective.

Human-Machine Teaming: Collaborative Customer Support Models

The synergy between human intuition and AI's computational power is creating a new paradigm in customer support. Human-machine teaming represents a shift towards a collaborative model where AI tools and human agents work in concert to deliver superior customer experiences. This approach leverages the strengths of both parties: AI's ability to process vast amounts of data and identify patterns, and human agents' empathetic understanding and complex problem-solving skills.

• AI assists agents with real-time decision-making, providing suggestions and automating routine tasks.
• Human agents focus on nuanced interactions, where empathy and personal touch are crucial.
• The combination leads to increased efficiency, accuracy, and customer satisfaction.

With one in ten customer interactions projected to be automated by 2026, the integration of AI into customer support is not just a trend, but a strategic imperative for businesses aiming to stay competitive and responsive to customer needs.

IntouchNXT: Pioneering AI Solutions for Tomorrow's Challenges

IntouchNXT stands at the forefront of AI innovation, reshaping the landscape of customer support with cutting-edge solutions. Their Generative AI technology has revolutionized the way brands interact with customers, ensuring a seamless and personalized experience. With a focus on driving efficiency and accuracy, IntouchNXT's AI solutions have proven to be a game-changer for businesses across various sectors.

IntouchNXT's AI-driven strategies are not just about automation; they are about creating a synergy between human agents and AI tools to deliver exceptional customer service.

The implementation of IntouchNXT's AI solutions has led to remarkable improvements in operational metrics. For instance, a top vacation rental marketplace saw a significant increase in policy adherence and expense accuracy, leading to considerable cost savings. This success story is a testament to the potential of AI in transforming customer support operations.

Here are some key achievements of IntouchNXT's AI solutions:

• Increased policy adherence from 61% to 87%.
• Enhanced accuracy of credits and insights into overall spend.
• Recognized as a leader in the NelsonHall CX Services Transformation NEAT Matrix 2024.

Conclusion

The integration of AI in customer support has proven to be a transformative force for businesses seeking efficiency and customer satisfaction. Through the case studies presented, we've seen how companies like IntouchCX have harnessed the power of AI and automation solutions, such as Laivly and Sidd, to enhance agent experiences, reduce costs, and improve adherence to policies. The success stories highlighted in this article demonstrate the potential of AI to not only streamline operations but also to provide real-time assistance and insights that lead to better decision-making and a more personalized customer experience. As we move towards a future where a significant portion of customer interactions are automated, it's clear that AI will continue to play a crucial role in shaping the landscape of customer support.

Frequently Asked Questions

How is AI enhancing omnichannel customer care?

AI is enhancing omnichannel customer care by integrating chatbots for seamless communication across platforms, automating email responses, improving social media interactions with machine learning, optimizing mobile/SMS support with predictive text, and empowering customers through self-serve AI platforms.

What are some success stories of AI in customer support operations?

Success stories include Laivly's generative AI revolutionizing support, process streamlining with robotic process automation, Superpunch's AI tools enhancing engagement, Catapult's insights from AI-driven data analysis, and Vision shaping the future of customer support with AI.

How does AI contribute to building brand trust and safety?

AI contributes to brand trust and safety by proactively monitoring user safety, aiding in fraud detection and prevention, maintaining platform integrity with automated content moderation, and managing brand image through content curation.

Can you provide examples of AI's impact on specific industry verticals?

AI has impacted various industries including fintech with automated customer service for financial products, health tech with AI-enabled support for patient care, entertainment and gaming with personalized support, consumer tech with enhanced user experience, and digital commerce with streamlined shopping experiences using chatbots.

What does the future look like for AI-driven customer support?

The future of AI-driven customer support includes exploring services in the metaverse, leveraging AI for knowledge expansion in science as a service, developing collaborative human-machine teaming models, and pioneering solutions like IntouchNXT for upcoming challenges.

How has IntouchCX utilized AI to improve customer experience?

IntouchCX has utilized AI to improve customer experience by implementing solutions like Laivly's Generative AI to increase policy adherence and accuracy, as well as partnering with brands to ensure efficient resolution of customer issues, reducing spend, and enhancing overall customer satisfaction.