What happens when Artificial Intelligence powers a customer engagement platform?
Lovelty is the first customer engagement and Loyalty platform in the Middle East to leverage the power of AI. In addition to its variety of loyalty programs, Lovelty brings the power of AI to help businesses increase customer happiness and grow their business. Lovelty AI engine calculates two scores:
Merchant Loyalty Score (MLS)
Customer Lovelty score (CLS)
Calculating scores is considered today one of the important features of any customer engagement platform. The use of AI in this scenario puts Lovelty platform on a distinguished level of innovation in comparison to any existing customer engagement solution in the market. AI is a perfect opportunity for segmenting customers based on their behavior. The intelligent segmentation enables organizations to provide personalized services and experiences. So, how does Lovelty implement AI?
Merchant Loyalty Score
The merchant’s AI loyalty score (MLS) is a single indicator of how much the brand/merchant is loved by its customers. MLS is updated in real-time by the AI engine based on the customers’ behavior towards the brand. The formula takes into consideration the overall customers’ interactions and behavior such as repeating visits to a brand, the timeframe of the customers’ activities, the customers’ recommendations of certain brand to friends, the customers’ lovelty scores and other specific behavior the brand customers’ make. Lovelty AI engine adjusts the merchant’s loyalty score depending on the mentioned variables.
The MLS is accessed by Lovelty users through the Lovelty user’s mobile app.
Customer Lovelty score
The Customer Lovelty Score (CLS) is a single indicator of how much a customer is loyal to the brands he or she is dealing with, and how much he/she is active in the market. The CLS is updated in real-time by the Lovelty AI engine. The score is updated based on the customer’s interactions such as the number of brands he or she recommends and follows, the number of times he or she uses offers and promotions, and other activities.
The CLS can be seen by the merchant each time the customer visits a merchant. The merchant may provide each customer a personalized experience based on his or her CLS.
The use of technology and AI is an interesting opportunity to transform businesses. As AI in the case of lovelty is more relevant to merchandising and their relationship management, the actual AI use scenarios are literally unlimited. Feel free to contact me if you want to discuss this subject further.
About the Author
Imad Choucair is a researcher, C-level executive, and founder of Qinnovation. Being a doctoral learner, Imad’s latest research work focuses on applying technology to help design and operate a modern organization. Imad lectured in a number of large events and is continually driven by his passion to spread knowledge to create economic value.
Before starting his own company, Imad held many senior management positions in leading organizations including Microsoft, Dubai Holding, Midis Group, and SOLIDERE.
Imad holds a Bachelors degree in Computer Science from American University of Beirut (AUB) with three honors, Masters in Computer Science from Lebanese American University, and Masters in Business Administration from University of Liverpool. Imad is now completing his doctoral thesis in Business Administration. His dissertation research project is on alignment between business strategy and organization design for better business performance.
Based in Dubai Internet City, Qinnovation is the Middle East regional leader in designing and implementing cutting edge, custom technology-based strategies and solutions. Qinnovation’s solution offerings cover: Technology strategies, custom solutions, mobile app development, and digital marketing. Qinnovation’s portfolio of technology assets covers: Majority of open source technologies, Artificial Intelligence (AI), Internet of things (IoT), Blockchain and others.
Qinnovation has successfully completed 100’s of projects across the Middle East in various areas ranging from strategic consulting to actual implementations. Qinnovation selected a number of leading technology partners including HubSpot, and technologies from leading vendors including Amazon, Google, Apple, and others.