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A system that remembers customers’ preferences, can understand speech and text and that learns the more it’s used—that’s the magic of machine learning. Machine learning is used to understand customers, drive personalization, streamline processes and create convenient and memorable customer experiences. Here are 20 examples of machine learning in action.
Guests at Disney parks use MagicBand wristbands as room keys, tickets and payment. The wristband collects information of where the guests are in the park to recommend experiences and even route people around busy areas.
The insurance company uses telematics to track its customers’ driving habits and history, which helps predict their risk of being in an accident and powers more accurate and personalized policies.
Burberry’s luxury accessories are some of the most counterfeited in the world. The company uses image recognition to scan just a small section of a purse and determine its authenticity based on the pattern, texture and weaving.
4. American Express
AmEx detects fraud in real time by quickly analyzing millions of transactions to pinpoint which charges aren’t real. The quick service means customers can resolve the problem almost instantly.
The streaming giant recommends shows based on each viewer’s preferences, demographics and watch history. 75% of what people watch comes from recommendations.
6. North Face
The outdoor gear brand uses a machine learning-powered personal shopper to help customers find the perfect coat. Simply type in where you’re going, answer a few questions and get recommendations for the best gear.
The more you drive an AI-enhanced BMW, the more it learns about you. The car uses machine learning to automatically adjust the systems and cabin experience for each driver.
Yelp users spend more time looking at photos than anything else. The review site uses machine learning to categorize its pictures so that users can easily see what’s most important to them.
HubSpot uses machine learning to pinpoint its B2B customers’ trigger events, like new leadership or structural changes. It uses that data to pitch services that match each customer’s growth and changes.
10. JP Morgan Chase
The bank streamlines correspondence with machine learning that analyzes documents and extracts important information. Instead of taking hours to sort through complicated documents, customers can now have information in seconds.
The app remembers each customer’s favorite drinks and is tailored to their preferences so that everyone has a unique and convenient experience. Customers can easily order their favorite personalized drinks via mobile.
When customers design their own shoes in store, they’re doing more than just creating the perfect pair of sneakers. The program also collects information to recommend other shoe styles they might like.
13. Urban Outfitters
Urban Outfitters’ automated product identification process labels each product based on detailed characteristics like print, neckline and fit, which makes it easier for customers to find exactly what they’re looking for.
Instead of waiting for a doctor, users can chat with the MedWhat chatbot any time of day or night. The bot uses machine learning to provide accurate diagnoses and treatment options.
Machine learning is huge for targeted advertising on Instagram, but it also helps delete offensive comments by looking for patterns and certain words. Deleting spam and recommending relevant images keeps the experience fresh and personalized.
The ride-sharing service is driven by data. Algorithms use data from previous rides to match riders and drivers and determine how long it will take for drivers to arrive. The system gets smarter the more it is used.
The TechCrunch chatbot makes it easy to keep up with tech news. The bot tracks the articles each person reads and delivers new articles they would like. It helps narrow down the overwhelming amount of information available.
A staggering 35% of Amazon sales come from recommendations. The website tracks each customer’s viewing and purchase history to find just the right products to recommend.
Have a recipe to share or a craft to create? Pinterest’s algorithms use machine learning to connect users with other content that might interest them while also removing spam and irrelevant posts.
20. Wells Fargo
Customers can easily get quick information through the AI-powered chatbot. Instead of filling out long forms, a quick chat with the bot can connect to account details or maintenance.
Machine learning’s many applications make it a powerful tool in creating amazing customer experiences.
Blake Morgan is a customer experience futurist and the author of two books including her newest “The Customer Of The Future.” Learn more about Blake on her newsletter here.
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