The Role of AI and Machine Learning In Creating More Intimate Customer Experiences
Summary
Arguably, Post offices not only have access to some of the most lucrative customers data but as trusted service providers are in the enviable position of being able to use it. Analysis of retail behavior at the consumer level can determine key areas that can be turned into upselling opportunities. Analytics can identify trends in buying and shipping behavior which, through the clever and strategic use of technology, can then be used to create incentive-based programs. On the app side, push notifications can be tailored to this behavior as well, i.e. “It’s Thursday, do you need stamps today?” Similarly, AI and machine learning can help clerks provide more efficient service to the customer regarding less common processes. AI and machine learning programs can automate parts of this process, auto-fill certain fields, and identify the challenges associated with these shipments before running into troubles.
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