Authors : Murali Krishna Pendyala; Vishnu Varma Lakkamraju

Volume/Issue : Volume 9 - 2024, Issue 8 - August

Google Scholar : https://tinyurl.com/25z4uhrf

Scribd : https://tinyurl.com/4kwya4te

DOI : https://doi.org/10.38124/ijisrt/IJISRT24AUG807

Abstract : The entire gamut of Customer journey is undergoing a massive transformation due to the rapid advancement of Artificial Intelligence (AI). Leveraging the power of AI , CRM & systems have refined the aspect of how businesses manage and optimize the customer journey. AI-powered systems have significant impact across various stages of the customer lifecycle by use of techniques such as machine learning to empower businesses to use systems that can analyse vast amounts of customer dataset in real-time, enabling them to gain deeper insights in customer behaviours, preferences, & sentiment. The AI-driven techniques help businesses to drive more personalized & targeted marketing campaigns, tailored recommendations, and extend efficient customer service leading ultimately to enhancing customer satisfaction and loyalty. Moreover, AI-powered systems have capabilities of offering predictive analytics which empower businesses to forecast customer behaviours and anticipate their needs. The capabilities help businesses in effective resource optimization and improve efficiency. For customer service AI-powered chatbots and virtual assistants are used to enhance engagement by providing instant responses and ability to handle resolving issues promptly.

Keywords : Artificial Intelligence, AI, Customer Journey, CRM, Personalized Marketing, Predictive Analytics, Machine Learning, Natural Language Processing, Customer Satisfaction, Customer Loyalty, Chatbots, Virtual Assistants.

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