Machine Learning and AI in Marketing: The Opportunities and Challenges
While ML/AI enable marketers to understand customer behavior and preferences on an unprecedented scale, here are the opportunities and challenges to consider before you bring them into your campaign strategy.
Artificial Intelligence (AI) and Machine Learning (ML) have been the buzzwords of the tech industry in recent years. Their disruptive potential has been realized across numerous fields, from healthcare and finance to transportation. However, one of the most transformative impacts of these technologies has been witnessed in the marketing landscape.
Programmatic advertising is one of the earliest applications in marketing using AI and Machine Learning to deliver the right message to the right consumer. Fast forward to 2023, ChatGPT has heralded a new dawn, making AI accessible to everyone. Though this brings its own problems, programs like ChatGPT are still in their infancy and can be used by bad actors to spread misinformation.
Marketing strategies have considerably evolved, courtesy of AI and Machine Learning. These technologies can process and analyze vast amounts of data, driving more efficient, data-driven decision-making. They enable marketers to understand customer behavior and preferences on an unprecedented scale, allowing for more effective personalized marketing campaigns.
AI and Machine Learning algorithms can analyze customer behavior, identify patterns, and predict future behavior. This helps create real-time, personalized marketing campaigns that resonate with customers individually. Indeed, research suggests that 80% of shoppers are more likely to purchase when brands offer personalized experiences.
AI-powered chatbots and virtual assistants have revolutionized customer service. No longer based on pre-scripted conversations, today’s chatbots can provide immediate, detailed responses to customer queries and improve customer engagement.
AI and ML can sift through large amounts of data in a fraction of the time it would take a human researcher, providing insights about market trends, consumer sentiments, and competitor analysis.
They say content is king – but which content? AI and Machine Learning can help marketers generate and curate relevant content, efficiently identifying what resonates with key audiences. Streamlining the content curation process through AI, and using it to create personalized content, can save considerable time and resources.
Despite the numerous advantages, implementing AI and ML in marketing is not something to undertake lightly; here are the key considerations:
Data-driven systems are only as good as the data they have to work with. AI and ML systems require vast amounts of high-quality data to function effectively and be a benefit. Gathering, organizing, and cleansing data that passes necessary quality assurance can be a significant challenge for many brands and businesses.
Gathering all the data required to make AI tools effective can’t come at the cost of customer privacy. Businesses risk heavy penalties if AI tools don’t observe specific legal guidelines and regulations like GDPR. And as customers become increasingly aware and concerned about the privacy of their data, the reputational damage could be even more extensive.
Introducing and implementing advanced technologies is a sizeable undertaking and requires substantial technical infrastructure and expertise. Businesses must build in-house teams or partner with third-party providers to make the most of AI tools and ensure they provide ROI.
As machines rather than humans make more marketing decisions, it’s essential for companies not to become over-reliant on the martech that helps them. Marketers often lack detailed knowledge of algorithms within AI and ML tools and should know the potential for biases to crop up in these models.
There are numerous successful and unsuccessful attempts at implementing AI and ML in marketing. Studying these can provide valuable insights into the dos and don’ts of leveraging these technologies in marketing.
The rise of virtual assistants is expanding the limits of how AI can improve the customer experience. In the beauty space, Sephora Virtual Artist is a virtual assistant and AR tool that allows customers to ‘try on’ lipstick, eyeshadow, and other beauty products before purchase. Prospective customers can go through digital makeup tutorials on their own face and get advice on the right color shades for their skin tone.
One of the most powerful positives of Sephora Virtual Artist is that it uses AI to improve the customers’ in-store experience. It is fulfilling an actual need. Too many digital experiences are simply in-store processes replicated in digital spaces. Like Sephora, it may be time to go back to basics when implementing an AI-based marketing solution.
Spotify’s Wrapped campaign comes around in December every year, creating a healthy amount of social media hype. The Wrapped feature gives each customer a snapshot of their listening habits – feeding this data into a highly-sharable video template. It’s incredibly personal to recap the songs that moved you that year be it Billy Joel, Madonna, Lizzo, or some big-hitting classical suites by Mozart or Vivaldi.
The genius of Spotify Wrapped is in its use of AI to generate personalized content that people get excited about sharing. Music tastes are often a key part of an individual’s identity and something they are only too keen to share. This is a fairly explicit example of using customer data to create something entertaining and valuable for the customer.
Integrating AI and ML in marketing presents a host of opportunities, but it also comes with its challenges. As we move towards an even more digitized future, the role of these technologies in marketing and life itself will only grow more significant.
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