Diving deep into Macrosoft’s 2021 CCM Survey: Part 2

AI Usage in Customer Communications Management (CCM) 

As a leading solution and service provider in the Customer Communications Management market, Macrosoft is committed to building great applications using the most recent data in the marketplace.

As part of their customer-focused strategy, they collect their own CCM survey data and present it back to the industry. Macrosoft’s 2021 survey presents the input of nearly 600 organizations like yours to help inform your future communication strategy. This blog series explores three topics in depth. You can also learn more in the report and join Quadient and Macrosoft for a webinar exploring these concepts. This second blog post examines findings related to respondent data regarding AI usage within their CCM infrastructure.

This is potentially the most surprising finding, especially building off the last blog post (LINK) regarding cross-platform and standalone communication silos. 60% of the nearly 600 survey respondents indicated that they use AI as part of their CCM process, and another 27% are beginning to explore the usage of AI in their CCM projects. 

Macrosoft and Quadient have been partnering with clients to speed migrations with Quadient’s InspireXpress AI and ML technology (LINK https://www.quadient.com/experience/migration-solutions/inspirexpress) to migrate thousands of legacy CCM templates into a new Quadient Inspire-based solution that reduces cross-silo management costs post-migration. Using AI and Machine Learning to understand how legacy communications were created is a first step towards making a future-focused communication portfolio. 

What does “Using AI in CCM” mean?

As the AI works to consolidate content and optimize templates, your CX teams and SMEs collaborate to work on the transitional communications that finally allow the enterprise’s voice to be consistently applied across the entire range of communications in the customer journey. That is a major step because communications generated by legacy systems are often immune to CX programs as the applications are deemed too fragile to touch. When the AI is processing communication, the edge cases are quickly discovered from the archive systems, production systems and key data sources to triangulate critical structural patterns.

Additionally, CCM integrates well with AI-driven chatbot technology. Quadient partners with UiPath to make CCM applications available to chatbots to deliver completed communications that are required at the end of an RPA process. This allows critical processes to be digitized while integrating the regulated communications at the end of the process. The 2021 data begs for several follow-up questions in the 2022 survey about where in the process enterprises are adding AI capabilities. 

​​​We will explore this in-depth in our webinar and you can learn more from the full report.