AI Advancements Will Solve Your Top Customer Communications Challenges

Customer communications are under pressure – especially in highly regulated industries like financial services, insurance, utilities, and telecom.

If you’re a leader in this space, you already know the stakes. Your customers expect seamless, personalized experiences. Your regulators demand compliance. And your teams are stretched thin trying to deliver both, often with outdated systems and manual processes.

Every day, I talk to organizations that try to keep up with the demands of these growing expectations and evolving regulations – all while avoiding burnout for their internal teams.

I’m excited about Precisely’s latest capabilities and our broader vision to deliver impactful AI-driven innovations in customer engagement. They’re exciting, essential advancements that directly target the most pressing challenges facing businesses like yours today, with an eye on ensuring you can scale to support the next set of challenges tomorrow.

AI in customer communications is no longer a nice-to-have. AI-powered customer engagement is how organizations will operate more efficiently, stay ahead of the competition, and exceed rising customer expectations.

Let’s Transform AI Hype into Business Impact

Too many organizations still try to modernize customer communications by patching old systems or layering new engagement channels onto outdated processes without rethinking the end-to-end experience.

Business leaders get the need to prioritize delivering personalization at scale, ensuring compliance by design, and improving operational efficiencies, but none of these outcomes can be achieved by simply repurposing legacy processes and tools.

What’s needed is a smarter, more adaptive approach that leverages the power and promise of AI as a practical engine for transformation.

Our latest AI capabilities and roadmap for our Precisely EngageOne™ solutions are the foundation for that transformation. They go beyond automation to enable your teams to do more of what matters most – delivering superior customer experiences, faster and with greater confidence.

So, what does that look like in practice? Let’s explore how these advancements are purpose-built to solve some of the biggest challenges for your organization and others across industries.

AI That Speaks Your Customer’s Language

The challenge: scaling personalization and clarity across languages and content types is time-consuming, yet critical to building connection.

The solution: Turn any customer communication – an onboarding guide, a policy update, a billing explanation – into a personalized, interactive video with over 90 languages.

Think about what that unlocks. Yes, it delivers a new level of convenience and helps you meet crucial accessibility standards. But it also deepens connection. When your communications speak directly to your customer – in their language, in a tone that’s human and personal – you build trust. And trust is the currency of customer loyalty.

AI That Knows When to Bring a Human in the Loop (HITL)

The challenge: Poorly tuned chatbots are frustrating to customers. We’ve all had those experiences at some point – the kind where you’re stuck, shouting  into the void for a service rep to step in and help you. These experiences add up, and pose a real threat to your overall brand trust.

The solution: A new generation of conversational AI from Precisely that changes the game.

These chatbots use AI to understand customer intent, resolve issues faster, and – critically – escalate a conversation to a live agent when needed. Not to mention, it saves your customers from having to start from scratch thanks to human-in-the-loop (HITL) transitions that preserve context.

The result? Better service, stronger loyalty, and reduced risk. No dropped context. No repeated questions. Just a smooth handoff that respects your customer’s time – and your brand’s reputation.

AI That Frees Up Your Team for Strategic Work

The challenge: Migrating legacy templates and content is a painful, time-consuming task. But it’s also necessary if you want to transform your communications into personalized, omnichannel formats.

The solution: AI-powered template migration that streamlines content migration. It clears the path for modernization without the manual burden. That means your teams can stop wrestling with outdated templates and start focusing on strategic initiatives that move the needle.

Unlock Content Insights with Search That Thinks Like You

The challenge: Ever tried to find a specific piece of content buried in years of customer communications? It’s like looking for a needle in a haystack.

The solution: AI-powered contextual search that lets you use natural language queries to locate, compare, and analyze communications instantly. Want to see how a policy explanation has evolved over time? Or identify which messages are driving the most engagement? Now you can, without needing a data science degree.

Why This Matters Now

We’re at a turning point in customer communications. AI marks a critical shift that will increasingly become the difference between leaping forward and falling behind.

But here’s the key: not all AI is created equal. What sets Precisely apart is its foundation in data integrity. When your AI is powered by trusted, accurate, and contextual data, you transform automation into confidence. That’s when you start to see the real impact unfold.

With the right approach to AI, you can unlock:

• Confidence and control with audit-ready communications
• Customer trust through consistent, personalized experiences
• Time for your team to focus on strategic activities

What’s Next in Your AI-Powered Transformation?

If you’re reading this, you’re likely already thinking about how to modernize your customer engagement strategy. Maybe you’ve started exploring AI. Maybe you’re still wrestling with legacy systems.

Either way, the path forward is clear. Here’s what I recommend:

• Start with your customer. What do they need? What frustrates them? What delights them – and are you meeting those expectations today?
• Look at your processes. Where are the bottlenecks? What’s still manual that could be automated? What does your ideal communications process look like?
• Choose partners who understand your world. Not just the tech, but the regulatory complexity, the operational realities, and the human side of communication.

We often hear talk about AI replacing people. But the truth is, its real power lies in empowering your teams to do their best work – to give them tools that amplify their impact, reduce friction, and deliver experiences your customers will remember.

So, ask yourself: what could your team achieve if they weren’t bogged down by outdated tools and manual processes? What would it mean for your business if every customer interaction felt personal, timely, and relevant?

That’s not a distant vision. That’s what’s possible today – with the right approach, and the right technology.

Ready to see how AI-powered customer engagement can transform your business? I encourage you to check out our customer engagement solutions. And, be sure to stay up to date with the latest AI innovations throughout our portfolio, so you’ll remain agile and maintain customer loyalty, whatever the future brings.