Source link : https://tech365.info/why-agentic-ai-wants-a-brand-new-class-of-buyer-knowledge/
Offered by Twilio
The client knowledge infrastructure powering most enterprises was architected for a world that now not exists: one the place advertising interactions might be captured and processed in batches, the place marketing campaign timing was measured in days (not milliseconds), and the place “personalization” meant inserting a primary identify into an e-mail template.
Conversational AI has shattered these assumptions.
AI brokers must know what a buyer simply mentioned, the tone they used, their emotional state, and their full historical past with a model immediately to supply related steering and efficient decision. This fast-moving stream of conversational alerts (tone, urgency, intent, sentiment) represents a essentially totally different class of buyer knowledge. But the methods most enterprises depend on at the moment have been by no means designed to seize or ship it on the velocity trendy buyer experiences demand.
The conversational AI context hole
The implications of this architectural mismatch are already seen in buyer satisfaction knowledge. Twilio’s Contained in the Conversational AI Revolution report reveals that greater than half (54%) of shoppers report AI hardly ever has context from their previous interactions, and solely 15% really feel that human brokers obtain the complete story after an AI handoff. The consequence: buyer experiences outlined by repetition, friction, and disjointed handoffs.
The issue isn’t an absence of buyer knowledge….
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Author : tech365
Publish date : 2025-12-15 18:38:00
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