Manufacturing & Mobility LIVE: AI for Customer Experience

December 19, 2024

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Jonathan Prantner, Chief Analytics Officer at One Magnify

Jonathan Prantner, Chief Analytics Officer at One Magnify explores how AI can enhance customer experience in manufacturing at Manufacturing & Mobility LIVE

At Manufacturing & Mobility LIVE, Jonathan Prantner, Chief Analytics Officer at One Magnify, explored how AI is transforming customer experiences in manufacturing.

His keynote highlighted the evolution of AI technologies and their impact on improving customer engagement, personalisation and operational efficiencies in the B2B space.

To watch Jonathan's keynote, click here.

Jonathan Prantner, Chief Analytics Officer at One Magnify

AI’s evolution: Three key revolutions

Jonathan outlined three revolutions in AI, each rooted in manufacturing but increasingly applied to customer experiences:

Machine learning: Initially applied to improve manufacturing efficiency and predict equipment failure, machine learning is now driving just-in-time marketing strategies. By analysing customer data, businesses can anticipate purchase behaviours, reducing costs and optimising engagement.
Computer vision: Originating in quality control, this technology enhances marketing by analysing images and ensuring consistent branding across materials. It also enables better targeting through visual cues, bridging creative and analytical workflows.
Generative AI: The latest revolution, generative AI, uses natural language processing to personalise communications and enhance customer care. Summarising customer interactions and identifying pain points, supports proactive engagement and operational improvements.

Jonathan Prantner, Chief Analytics Officer at One Magnify

Machine learning in action: From factories to audiences

Jonathan describes how predictive models, originally developed for equipment maintenance, are now used to identify customer behaviour patterns.

For example, a client in the automotive sector leveraged machine learning to create customer personas based on purchase likelihood, service history and digital interactions. This approach reduces advertising costs by $3 million while improving targeting accuracy.

Machine learning also drives marketing personalisation by combining segmentation with multi-touch attribution. This allows companies to optimise the customer journey, ensuring the right message reaches the right person at the right time.

Generative AI: Creating special customer experiences

Jonathan highlights generative AI as a game-changer in customer care. By analysing large datasets from customer interactions, this technology identifies emotional progression and critical turning points in conversations.

He shares a case study of an automotive client using AI to summarise call transcripts. The system pinpointed customer frustrations – such as mismatched vehicle recommendations – allowing the company to refine its training and improve customer satisfaction.

Additionally, generative AI supports proactive issue resolution. Social listening tools powered by AI identified transmission defects in vehicles before regulatory recalls were triggered, saving costs and enhancing customer trust.

Jonathan Prantner, Chief Analytics Officer at One Magnify

AI’s untapped potential

Jonathan concludes by emphasising that while AI has made significant strides, much of its potential remains untapped. Businesses often discover new use cases as they integrate AI into their processes.

For marketing, AI bridges the gap between customer insights and action, enabling organisations to achieve the long-held goal of delivering the right message at the right time to the right customer. By continuously learning from interactions, AI ensures businesses stay responsive and relevant in an ever-changing market.

To watch Jonathan's keynote, click here.

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