Customers really don’t want AI being used for customer service. A Gartner survey found 53% saying it might make them switch to a competitior.
You might want to hold off on using AI for customer service: 64% of customers don’t want companies to replace people with bots, according to Gartner. They’re serious about this, too. More than half (53%) would consider switching to a competitor if they found out a company used AI for customer service.
The top reasons: It will be even harder to reach a person to talk to, loss of jobs, and, oh yes, AI’s tendency to make up answers.
Now, here are this week’s AI-powered martech releases, updates and integrations.
- Klaviyo has expanded its AI features with three new additions: Flows AI, personalized campaigns, and review sentiment AI. Flows AI helps marketers create complex marketing sequences quickly, while personalized campaigns use AI to send the most effective version of an email or SMS to each individual customer. Finally, review sentiment AI analyzes product reviews to identify positive and negative trends, helping brands understand customer feedback more efficiently.
- Plai, an ad platform for small and medium businesses, has added new features to help users manage their advertising campaigns more effectively. The key addition is an optimization tool that lets users group campaigns, track performance across platforms, and allocate budget to the top performers. Plai also now offers translation for multilingual campaigns and an ad spend management tool for agencies.
- Kevel, an ad-serving platform, has launched Kai, a suite of AI features designed to improve campaign performance and revenue. Kai includes two new features: Forecast, which uses machine learning to predict ad performance, and Custom Relevancy, which allows retailers to integrate their own AI models for targeted advertising. These features complement Kevel’s existing AI Audience segmentation and decision-making tools.
- Data Axle, a data and marketing solutions provider, is adding GenAI to its services. This includes improved data accuracy, uncovering new customer insights, and generating creative content at scale. AI-powered audience targeting allows for precise segmentation across various industries, while multi-touch attribution helps marketers understand campaign effectiveness.
- MessageGears, a platform for enterprise marketing campaigns, has integrated with Snowflake Cortex AI. This integration allows businesses to use AI features like sentiment analysis and personalized responses directly within their campaigns. Cortex also provides access to pre-trained AI models and simplifies their use with SQL queries. Additionally, the integration offers guidance on managing costs and optimizing performance for large datasets.
- Autogon AI launched a new tool called GenR8 Video. It allows users to create short, culturally specific videos for local markets. Users can record personalized audio with different accents or choose an avatar that reflects the target audience. The tool offers flexibility by allowing videos up to five minutes long.
- Deep Sync, a provider of omnichannel identity and data solutions, has launched a new AI-powered lookalike audience builder inside its Deep Sync One platform. It lets users leverage insights from current customer data to identify new prospect audiences with similar qualities.
- Semalt offers AI-powered SEO services to help businesses improve their search engine ranking and organic traffic. Their tools automate tasks like keyword research and content optimization, allowing businesses to focus on their core operations. Additionally, Semalt’s services provide ongoing performance tracking to help businesses adapt their SEO strategies to industry changes.
- Adthena, a provider of search intelligence for enterprise brands, updated Ask Arlo, its conversational AI tool for marketers. The update uses real-time GenAI to answer customers’ questions about their search data and deliver instant, tailored responses and reports directly within the platform.
About the author
Constantine von Hoffman is managing editor of MarTech. A veteran journalist, Con has covered business, finance, marketing and tech for CBSNews.com, Brandweek, CMO, and Inc. He has been city editor of the Boston Herald, news producer at NPR, and has written for Harvard Business Review, Boston Magazine, Sierra, and many other publications. He has also been a professional stand-up comedian, given talks at anime and gaming conventions on everything from My Neighbor Totoro to the history of dice and boardgames, and is author of the magical realist novel John Henry the Revelator. He lives in Boston with his wife, Jennifer, and either too many or too few dogs.
