Using AI and machine learning technology, the information on the single customer view changes dynamically as a customer conversation changes from one topic to another. This means that the agent responding is always aware of the context needed to resolve a customer’s problem, or seize a revenue opportunity.
If a customer wants help resolving an account issue, the profile would display the relevant account details from a CRM. If the conversation moves towards tracking a package, the single customer view would display tracking details and order history from a shipping system. The system learns as the company grows, and will get better at deciding what information is most crucial to display for faster, more personalized and revenue-generating communications.