The Use Of AI In Brand Personalization Proven To Be Able To Increase Customer Satisfaction

Illustration of artificial intelligence (photo: Unsplash)

JAKARTA - Twilio's 'State of Customer Engagement Report' report reveals that artificial intelligence (AI) technology helps businesses increase their customers' interactions.

For example, 7 out of 10 companies surveyed in 18 countries, including Indonesia, against more than 4,750 executives in companies, claimed to have used AI to personalize content and marketing.

As a result, they have a number of benefits such as a higher customer satisfaction score (45 percent), better decision-making based on data (41 percent), as well as better market segmentation and targeting (41 percent).

For brands in Indonesia, the use of AI is very useful, especially in terms of customer satisfaction scores, where 54 percent of brands admit to being able to increase customer satisfaction scores.

In addition, AI can also increase segmentation and more effective market targeting (54 percent), better response times (51 percent), and more cross-selling and upseling sales opportunities (46 percent).

Globally, brands in Indonesia as well as in Brazil, France, and India also claim to have experienced the most significant increase in revenue thanks to AI adoption.

The company's efforts to personalize by implementing AI were also given awards by consumers, for example by spending more money and making repeated purchases.

Global Data Twilio also shows that an average of 55 percent of consumers tend to spend more money on brands that personalize customer interactions, compared to brands that don't.

Additionally, 48 percent of global consumers say they have made repeated purchases from a company, while 46 percent claim to recommend brands to friends and family based on the level of personalization they receive.