Using AI to reshape consumer engagement

Omni-channel data collection and ecosystems
Digital and intelligent technologies are enabling more consumer goods companies to collect data both online and off. AI, for example, is helping brick-and-mortar stores obtain real-time data for in-depth analysis. BAT (Baidu, Alibaba, Tencent) platforms can offer access to an expanded set of data resources. In addition, consumer goods—which are, themselves, becoming more and more intelligent—constitute another important channel for collecting data.

Hyper-granularity and real-time data
The prevalence of mobile phones, cameras and sensors make it possible for companies to obtain data not only in real time, but in multi-dimensional formats. For instance, a mood-detection camera installed in a physical store captures, in real time, consumers’ first impressions of a product.

Digital operating platforms and AI algorithms
Digital operating platforms integrate data from various internal and external sources and turn that data into valuable insights with the help of AI and analytical tools. AI algorithms, for instance, can combine multi-dimensional data pertaining to product, customer and environmental characteristics and recommend the most suitable products in a given circumstance.

Hyper-Granular Customization
AI can not only reduce the cost of customer interactions, but also be used to create granular personalized experiences. For instance, pressed powder products are now available in thousands of shades. Beer can be modified to suit the specific tastes of the consumer.

Customized Products
Intelligent technologies and sensors that visualize data, detect emotions or recognize voices to monitor shoppers’ behaviors can also be used to make consumer goods more intelligent and personalized. For example, with 3D printing technology, users can make adjustments to their face mask products, ensuring a better fit.

New consumer interactions via virtual idols
Virtual idols, enabled by AI, are now serve as virtual brand ambassadors. Capable of self-learning, these idols can grow and evolve, offering a powerful route to connecting with a new generation of consumers, especially in Asia.

Immersive interactions deepen brand-consumer engagement
During COVID-19, AR is proving to be an effective channel for facilitating communications between consumer goods companies and consumers. For example, AB InBev collaborated with Snap to create an augmented reality filter on the Snapchat app for its Bud Light product.

5G brings about a "touchable", full-dimensional consumer experience
5G networks support voice and visual interactions and enable virtual interactions as if in the real world. For instance, online shopping will involve not only entering virtual fitting rooms that give shoppers the opportunity to “try on” clothes, but also learning about the textures and fabrics of clothes through the Internet of Things.

Company-customer interactions have been changed
The data collected from intelligent consumer goods can be integrated in the product’s entire life cycle. As a result, consumers are not only users of products and services. They are co-producers.

More than voice recognition
As the intelligent era evolves, interactions between humans and intelligent products will become even more person-centered. That means today’s voice-based interactions will gradually give way to "super-interactions" that are based on emotions, body sensations, and even human thoughts.

Sharing within an intelligent ecosystem
A number of products that are essential to human lives are becoming intelligent. In order to make their products truly intelligent and scalable, consumer goods companies need to actively participate in a data-sharing ecosystem.

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It is crucial that applied intelligence be human-centered, data-oriented and technology-driven for it to reshape interactions between consumers and companies.