AI-Powered Recommendations
AI-Powered Recommendation Engine
Our AI Recommendation Engine empowers your human staff to offer highly tailored experiences. This goes far beyond the generic "customers who bought X also liked Y" recommendations.
Recommendations of today
Today guests and customers are presented with shopping recommendations according to various algorithms which mainly boil down into two categories: based on the customers' previous purchases ("you bought this earlier, you likely want to buy it again"), and what people who seemingly act like the customer has previously purchased ("people in your ZIP-code bought this").
This becomes an issue, especially when a customer makes a purchase of one-time objects e.g. a refrigirator. Unless the customer is in the business of buying and stocking up on refrigirators—which is quite unlikely—it makes no sense to continue recommending refrigirators or other large kitchen appliances to this customer. It may likely even cause the person to disengage with your brand—no recommendation is better than a bad recommendation.
At the core of AI's benefit in a CRM is its ability to elevate customer interactions to an unprecedented level of personalization. By meticulously analyzing detailed customer profiles – encompassing not just purchase history but also expressed preferences, past engagement patterns, communication styles, and even subtle behavioral cues – AI empowers your human staff to offer highly tailored experiences. This goes far beyond the generic "customers who bought X also liked Y" recommendations.
Recommendations of tomorrow
Implementing Artificial Intelligence within a Customer Relationship Management (CRM) platform, especially one that safely stores intricate and personal information about all profiles, and is used in a person-to-person setting, offers a multitude of significant advantages. AI's capabilities can transform how businesses interact with their customers, leading to enhanced personalization, improved operational efficiency, and more insightful decision-making.
Example scenarios:
- A gentleman walks into a store and is buying a suit. The PRE:MIND AI Recommendation Engine (AIRE) understands that since he already has bought a pair of shoes the previous time he visited the brand, but in another city, AIRE will now tell the clerk that the customer should be offered to buy cufflinks and a tie which goes together with those shoes—rather than recommending another pair of shoes—since AIRE predicts what this customer is interested in based on information from similar and previous purchases.
- A lady has made reservations at a restaurant. As the party arrives, AIRE knows that she had her birthday only three days earlier, and since she has entered the preference that she’s lactose intolerant, AIRE now suggests that the restaurant should offer a complimentary vegan tiramisu for the party in order to further elevate her birthday celebration.
In a retail environment, a sales associate having this information pushed to their clienteling device thanks to PRE:MIND, will be instantly cued into a customer's prior purchases from another branch of the same company, about the customers' stated interest in sustainable products, or even their recent browsing activity on your company's website. This deep level of understanding allows for proactive suggestions that genuinely anticipate customer needs and desires before they're even expressed.
Suggestions
AI's analytical prowess extends to identifying intricate patterns and predicting future customer behavior with remarkable accuracy. This predictive capability allows PRE:MIND to drive proactive customer engagement strategies, moving beyond reactive problem-solving.
Scenarios:
Preparing staff and customer ahead of a visit
Depending on customers' visit interval and purchase behavior AI should be able to predict a visit and a product that is demanded at a given time.
This can be used to reach out to customers ahead of the visit, enticing them with exciting personalized offers, and also prepare the staff at the venue so they’re well prepared for when the customer enters the venue.
When a profile hasn’t committed an action in a while
Imagine your CRM system flagging inactive customers who haven't engaged with the brand in a while. Instead of a generic re-engagement email, AI can suggest a highly tailored promotional campaign based on their past interests or a personalized offer that specifically addresses their potential pain points.
This proactive approach is instrumental in nurturing customer relationships, preventing churn before it occurs, and ultimately leading to a significant increase in customer lifetime value (CLV).
When a profile should be linked up with complementary brands
AI is constantly monitoring trends, transactions, and engagement data to better the customer journey—also between partnering brands.
Furthermore, AIRE identifies opportunities for complementary brand collaborations. E.g. if the CRM identifies a segment of customers interested in luxury travel and eco-friendly products, AI might suggest a partnership with a sustainable tourism company.
Conclusion
In any organization, maintaining a consistent level of high-quality service across all customer touchpoints can be a significant challenge - in the Hospitality industry we see a staff turnover of roughly 66%, and in the Retail industry upwards 67% year-over-year, creating enormous difficulties in maintaining a coherent and consistent approach to your guests and customers. AIRE acts as a powerful enabler of this consistency, ensuring that every customer receives a brand-coherent yet highly personalized experience, regardless of which staff member or digital channel they interact with.
Whether a customer is engaging with a chatbot for a basic query, receiving a personalized offer suggested by AIRE, or interacting with a consierge who is guided by AIRE-driven insights, the underlying system ensures uniformity in information, approach, and tone. This consistency builds immense trust and reinforces the brand's image and values.
Customers learn to expect a certain level of service and personalization, and AIRE helps to deliver on that expectation every single time. This coherence, combined with personalization, contributes significantly to customer satisfaction and strengthens brand loyalty in the long term.
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