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I recently attended the 2023 CCM Summit in Orlando, a show that focused on customer communications management (CCM) and customer experience (CX). Artificial intelligence (AI) was the dominant theme across presentations and vendor exhibits—it seems AI will define innovation in this industry over the next few years, and AI feels tangible. Vendors are actively building and delivering AI capabilities to enhance communication workflows, and users don’t seem to need much convincing. Unlike other technologies, people can grasp the potential value of AI to amplify human productivity through automation and intelligent assistance.
Specific benefits highlighted in these presentations included:
- Rationalizing legacy content by finding duplicates and similarities when migrating systems
- Rewriting communications for clarity, conciseness, and appropriate sentiment
- Accelerating document accessibility remediation through auto-tagging
- Translating content on-demand across different languages
- Monitoring regulatory and brand compliance
- Generating new code and content with solutions like ChatGPT
Vendors are combining advanced natural language models with specialized techniques to align output with business needs. The future seems to be AI-augmented software that interweaves modeling, prompting, learning, and external tool integration into communication workflows.
Keypoint Intelligence Opinion
While many conversations today focus on AI hype and fear, the reality is that pragmatic AI augmentation that saves costs and unlocks new possibilities. By 2026, AI may be as commonplace in CCM as Java—powerful yet boring. But in the next few years, expect innovative applications of artificial intelligence to dominate discussions and reshape how organizations communicate.
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