3 Ways AI Technology Can Improve Your Customer Experience

The rise of artificial intelligence (AI) and machine learning can be seen everywhere. From voice assistants like Siri and Alexa, to Uber’s self-driving cars or perfectly timed ads from your favorite stores, AI has started to infiltrate more and more aspects of our daily lives.

How do AI and machine learning work, exactly?

AI is created from the process of making machines intelligent enough to solve problems just as well as people. Instead of building out a set of rigid guidelines for computer programs to follow, computers can now be programed to learn from examples. Through this learning, computers can derive a set of patterns or indicators that allow the system to identify objects or trends in the future.

This technology has been especially helpful for the marketing industry right out of the gate. Companies using AI technology now have the ability to increase efficiency and improve customer insights at their fingertips. Despite this, Forrester expects that 67% of retailers won’t be prepared to use these sorts of intelligent agents to improve their customer journey.

Amspy, a social listening platform, harnesses AI so that business and organizations can start to leverage and test this technology for their customer journey.

Here are three ways Ampsy utilizes AI to help businesses improve their customer journey:

1. Understand audience sentiment

The first place to start when it comes to your customer experience, is with how they feel and react over an extended period. We’re able to look at a set of content and make educated assumptions about how people feel at certain moments, providing insight as to what is having a positive impact versus a negative impact. This capability has developed by evaluating content over an extended period so that when it looks at new content, it can identify trends and assign a sentiment based on the previously learned patterns.

audience-sentiment

2. Identify customer trends

Creating a highly personalized shopping experience is no longer the exception, it’s the rule. In order for businesses to attract and retain customers, they need to find new ways to create these customized experiences. One ways is through identifying real customers trends and interests and applying the information to create new experiences. We are then able to identify key interests and topics for specific influencers, which provides businesses the additional insight needed to customize customer experiences.

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3. Recognize imagery

Experience analytics go beyond just what people say, it spans also to what people share in their photos. Another component of Ampsy’s AI technology is the ability to recognize brand marks or visual characteristics. That means organizations can now identify how frequently an image appears in a set of content. This additional layer of data provides even more context to what the experience was like from a visual perspective.

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While we’ve learned a lot about AI, we’ve really just scratched the surface of how it can enhance customer and audience experiences. The ways in which marketers can apply this technology are limitless, and we plan to continue to develop our platform to provide the latest in AI enhancements.

Contact us today to learn more about how Ampsy’s AI technology can take you to the next level.

5 Reasons Live Visualizations Are Key to Overall Event Success

Experiences IRL (in real life) no longer occur in a vacuum. IRL is just one channel an event can be experienced through. It will then be translated onto a variety of other channels for consumption by other people around the world.

This new multi-channel experience means event planners need to take into consideration how IRL experiences translate into other channels. One way to take control of this is by creating an event visualization or dashboard that streams on the ground and online, unifying the multi-channel reality.

These are five reasons live event visualizations increase your overall event success:

1. People want to join the party!

The concept of FOMO (fear of missing out) is a major reason why social media is so addicting. People want to be where the cool stuff is happening. By giving people online a glimpse into what’s happening IRL, you get them intrigued about the event, creating another engaged audience through online channels.

Concerts and sporting games are a great example of this. Even if people aren’t on the ground, they can still watching content being streamed and engage the attendees and bands who are IRL.

2. Tell the full story of your event

Visualizations reduce the number of times you have to say, “I guess you had to be there,” when people ask how an event went. When you take control of the story and the narrative, you can be sure that people on the outside and people IRL see the full scope of your event experience.

Red Bull’s Flugtag is a great example of an event visualization that showed real-time audience engagement, team voting and activity on the ground. This meant that whether fans were IRL or online, they were engaged and knew what was going on.

3. Amplify the experience

Someone may not be super interested in looking at someone’s selfie from an event, they could be very interested in seeing what top influencers were saying, how many people were there and other event-related facts. By creating something shareable and relevant to a wide audience, you increase the likelihood of amplification to a broader audience.

Conferences are a great example of an event that would benefit from real-time visualizations. Most conferences are chalked full of interesting facts and information, but lots of people aren’t able to travel or afford ticket costs. Providing real-time insight will engage the online audience.

4. Identify influencers online and IRL

As an event manager, event visualizations help you surface influencers or brand advocates both IRL and online. Monitoring follower activity and conversation about an event gives brands the opportunity to engage influencers or surprise and delight followers who may appreciate a small gesture or engagement. Through visualizations, you can keep a pulse on this activity.

Sporting events are a great example of how real-time visualizations give teams insight into a super fan or influencers they may not have previously known. A tweet or free gift goes a long way when it comes to developing loyal brand advocates.

5. Collect real-time data and insights

Visualizations also give event managers a leg up on understanding how attendees and followers feel about the overall experience. This information is crucial when it comes to making decisions on what pieces to change or keep for future experiences.

The Washington Wizards benefit from the post-event insights because it provides more information about who their attendees are. With professional sports, few people buy their tickets directly from the team. That means they’ve had a hard time understanding their audience, until now.

Visualizations help event managers control the narrative and tell the real story of an event.

Contact us to learn how visualizations can help your event get to the next level.

4 Types of Influencers and How They Can Help Your Business

People don’t make purchases based on price or market competition anymore. They make them based on reviews from their network, influencers and community sourced reviews.

Currently 49% of potential customers rely on influencer recommendations to help make purchasing decisions, and 74% rely on social networks to help guide their decision.

The four primary types of influencers are Mega, Macro, Micro and Local influencers, and they all have certain ways to support your marketing efforts. (credit)

1. Mega influencers (1m+ followers like Chrissy Teigen)

Celebrities and other big names are engaged to endorse brands with the hopes of attracting their fan base to use the product or service. These sorts of influencer investments tend to be pretty pricey, lack real authenticity around the brand endorsement and receive only about 2-5% engagement.

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2. Macro influencers (10,000-1m followers like Kat Tanita)

These are specialists, focusing on a certain topic area such as travel, fashion, fitness or food. Post engagement tends to be between 5-25% depending on the type of engagement and platform. This sort of influencer engagement is great for a brand with a larger budget, who finds an influencer that really aligns with the brand mission.

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3. Micro influencers (1,000-10,000 followers like The Brothers Buoy)

These tend to be generalists who are usually unpaid for any sort of brand promotion. These influencers have smaller following, but closers relationships with their community, giving them the highest levels of engagement between 25-50% per post. This is probably the best place to start dabbling with influencer marketing if you’re new to the game.

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4. Local influencers (0-1,000 followers like you and me!)

These influencers provide hyperlocal influence based on their small and usually localized following. When engaged correctly, these influencers can be some of the most loyal brand advocates you could ever hope for. These users receive comments about 0.5% of the time, compared to 0.04% for users with 10M+ followers. That’s almost a 13x difference, but it does require a detailed understanding of your audience.

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Every business can benefit from influencer marketing, but the key is to find the right influencer for your business. That could mean a big celebrity partnership or by engaging small local influencers.

With Ampsy, you can begin to identify those influencers who are already near your business or at your store by monitoring real-time social media activity. This gives you an edge on the competition by building relationships with influencers who are already nearby.

Contact us today to start identifying influencers for your business.

4 Social Media Tips for Your Next Live Event

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With the advances in technology, every attendee at a live event becomes an amplifier. Live events are no longer just for the audience, but rather for anyone with access to the internet.

This means brands and event planners need to blend the online and offline experience during a live event, proactively taking control of the conversations. Here are four keys to optimizing your next event’s blended online-offline experience.

1. Share event hashtags and handles

Utilizing hashtags and handles is the easiest way to filter social media activity and find out what people are saying about a given topic or event. Brands run into real trouble when the event hashtags are too long, or if people don’t know what it is! Red Bull does a great job of using hashtags for each of their different event series.

Even if you choose a hashtag that’s easy to remember, the truth is, attendees will indefinitely, not know, forget, or use whatever hashtag that strikes their fancy. That’s where geofencing comes in to capture the posts that are missed through your basic social media filtering.

twitter-social-live-event

2. Identify and engage influencers

The influencer game has been huge in terms of priority as of late, because it’s incredibly effective when done correctly. Influencer management is all about building an ongoing relationship with that user. When engaging with influencers in real-time, it’s important to monitor what they’re talking about and what they’re interested in.

From there, engage in conversation relevant to them. Once this conversation has been initiated, the goal is to continue to build and create a strong brand-influencer relationship. Burning Man was able to view the top influencers who were at their event and then engage them in real-time.

burning-man-influencers

3. Display social media activity

Out of sight, out of mind, is more real than ever in the digital world. One way to make your event’s online conversation top of mind is by displaying the activity throughout your event. This reminds your audience that the party isn’t only happening in-person, and that they have the opportunity to share and engage online.

For The Big Game, we were able to track real-time social insights that encouraged social engagement and increased awareness of conversations happening during the event. Engagement begets more engagement!

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4. Monitor and engage in real-time

Part of blending online and offline experiences is done behind the scenes by the event planners and marketers. Real-time monitoring of conversations and sentiment online give insight into things that may need to change on-site and allows them to drive attendee action. This could be to visit a tent, share a certain piece of content or claim event swag.

Not only is this monitoring good for reactionary changes on-site, this information also provides leads regarding attendees worth engaging once the event’s over. This allows your brand to continue to cultivate relationships online and offline.

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Being prepared to create a blended online and offline experience as things become more digital is critical. It requires preparation and visibility to what people are saying and how people feel throughout the lifecycle of an event.

At Ampsy, we make it easier to track the sentiment of your audience, engage influencers and continue to gather more data about your event marketing.

Request a demo today to learn how Ampsy can take your event to the next level.