Artificial intelligence (AI) | AI can help your customers by predicting what they’re likely to want next, based on what they’ve done in the past. | AI helps your teams work smarter and faster by automating routine tasks. |
Artificial neural network (ANN) | Customers benefit in all sorts of ways when ANNs are solving problems and making accurate predictions. | Teams can forecast customer churn, which prompts proactive ways to improve customer retention. |
Augmented intelligence | Augmented intelligence lets a computer crunch the numbers, but then humans can decide what actions to take based on that information. | Augmented intelligence can help you make better and more strategic decisions. |
CRM with generative AI
| A CRM gives customers a consistent experience across all channels of engagement, from marketing to sales to customer service and more. | A CRM helps companies stay connected to customers, streamline processes, and improve profitability. |
Deep learning | Deep learning-powered CRMs create opportunities for proactive engagement. They can enhance security, make customer service more efficient, and personalize experiences. | In a CRM system, deep learning can be used to predict customer behavior, understand customer feedback, and personalize product recommendations. |
Discriminator (in a GAN) | Discriminators in GANs are an important part of fraud detection, so their use leads to a more secure customer experience. | Discriminators in GANs help your team evaluate the quality of synthetic data or content. They aid in fraud detection and personalized marketing. |
Ethical AI maturity model | Helps build trust and assures your customers that you are using their data in responsible ways. | Regularly evaluating your AI practices and staying transparent about how you use AI can help you stay aligned to your company’s ethical considerations and societal values. |
Explainable AI (XAI) | If an AI system can explain its decisions in a way that customers understand, it increases reliability and credibility. | XAI can help employees understand why a model made a certain prediction. Not only does this increase their trust in the system, it also supports better decision-making and can help refine the system. |
Generative AI | Better and more targeted marketing content, which helps them get exactly the information they need and no more. | Faster builds for marketing campaigns and sales motions, plus the ability to test out multiple strategies across synthetic data sets and optimize them before anything goes live. |
Generative adversarial network (GAN) | They allow for highly customized marketing that uses personalized images or text. | They can help your development team generate synthetic data when there is a lack of customer data. |
Generative pre-trained transformer (GPT) | Customers have more personalized interactions with your company that focus on their specific needs. | GPT could be used to automate the creation of customer-facing content, or to analyze customer feedback and extract insights. |
Generator | Using generators, it’s possible to train AI chatbots that learn from real customer interactions, and continuously create better and more helpful content. | Generators can be used to create realistic datasets for testing or training purposes. This can help your team find any bugs in a system before it goes live, and let new hires get up to speed in your system without impacting real data. |
Hallucination | When companies monitor for and address this issue in their software, the customer experience is better and more reliable. | Quality assurance will still be an important part of an AI team. Monitoring for and addressing hallucinations helps ensure the accuracy and reliability of AI systems. |
Large language model (LLM) | Personalized chatbots that offer human-sounding interactions, allowing customers quick and easy solutions to common problems in ways that still feel authentic. | Teams can automate the creation of customer-facing content, analyze customer feedback, and answer customer inquiries. |
Machine learning | When a company better understands what customers value and want, it leads to enhancements in current products or services, or even the development of new ones that better meet customer needs. | Machine learning can be used to predict customer behavior, personalize marketing content, or automate routine tasks. |
Machine learning bias | Working with companies that actively engage in overcoming bias leads to more equitable experiences, and builds trust. | It’s important to check for and address bias to ensure that all customers are treated fairly and accurately. Understanding machine learning bias and knowing your organization’s controls for it helps your team have confidence in your processes. |
Model | The model can help customers get much more accurate product recommendations. | This can help teams to predict customer behavior, and segment customers into groups. |
Natural language processing (NLP) | NLP allows customers to interact with systems using normal human language rather than complex commands. | NLP can be used to analyze customer feedback, power chatbots, or automate the creation of customer-facing content. |
Prompt engineering | When your generative AI tool gets a strong prompt, it’s able to deliver a strong output. The stronger, more relevant the prompt, the better the end user experience. | Can be used to ask a large language model to generate a personalized email to a customer, or to analyze customer feedback and extract key insights. |
Sentiment analysis | Customers can offer feedback through new channels, leading to more informed decisions from the companies they interact with. | Sentiment analysis can be used to understand how customers feel about a product or brand, based on their feedback or social media posts, which can inform many aspects of brand or product reputation and management. |
Supervised learning | Increased efficiency and systems that learn to understand their needs via past interactions. | Can be used to predict customer behavior or segment customers into groups, based on past data. |
Transformer | Businesses can enhance the customer service experience with personalized AI chatbots. | Transformers help your team generate customer-facing content, and power chatbots that can handle basic customer interactions. |
Unsupervised learning | When we uncover hidden patterns or segments in customer data, it enables us to deliver completely personalized experiences. | Teams get valuable insights and a new understanding of complex data. It enables teams to discover new patterns, trends, or anomalies that may have been overlooked, leading to better decision-making and strategic planning. |
Validation | Better-trained models create more usable programs, improving the overall user experience. | Can be used to ensure that a model predicting customer behavior or segmenting customers will work as intended. |
Zone of proximal development (ZPD) | When your generative AI is trained properly, it’s more likely to produce accurate results. | Can be applied to employee training so an employee could learn to perform more complex tasks or make better use of the CRM’s features. |
Thanks Dinesh for summarizing all the points, these were very helpful and just by reading these notes, I passed the exam.
Congratulations Balmukund!
Hi Dinesh, Thank you for posting your notes – Very thorough and helpful!! Lance
Thank you Lance, I am glad you found this article helpful.
I have cleared this exam today, I got motivated after seeing this post.
Congratulations Ravi!
Hi Dinesh, thanks for the post. Inspiring to take the exam. Any active discount coupons available for this exam. Thank You
Hi Giri, I am not aware of any coupons for this exam.