From AI Conversations to Data-Driven Decisions: Unlocking the Future of Customer Engagement

by George Vadasis and Anthi Dosti Tobi, our virtual assistant, plays a key role in maintaining high customer satisfaction and fostering long-term relationships. Tobi offers a wide range of functionalities, and in this case, we’ll focus on its ability to predict customer needs using Machine Learning models and propose personalized offers based on customer data and needs. We will deep dive into the backend systems that provide Tobi with the necessary data to support customer needs. Datamov — a cloud platform — that uses advanced data engineering technologies to process and transfer data, enabling seamless interconnection between different systems. The campaign system, PEGA, that analyzes customer data—continuously updated by the Data Warehouse—to generate personalized offers that Tobi can deliver. By demonstrating these abilities of Tobi and the internal systems that support it, we aim to highlight the necessity and the critical role of data processing and analytics in making an AI assistant a reality.