Messagepoint (Toronto) has unveiled its Messagepoint Advanced Rationalization and Content Intelligence Engine (MARCIE), an Artificial Intelligence (AI) and machine-learning-powered capability within its award-winning, cloud-based Customer Communications Management (CCM) platform. MARCIE enables organizations to intelligently migrate, optimize, author and manage the complex content that’s the foundation of customer communications. These new capabilities make it easier for enterprises in highly regulated industries to manage their content. But more importantly, MARCIE drives consistency, brand alignment and compliance across all customer communication channels, the company added. The new AI-powered engine is leveraged when migrating legacy content into the Messagepoint platform, when cleaning up existing content libraries, and also continuously – through new, assisted authoring capabilities.
“Enterprises are scrutinizing every dimension of their communications for the potential to enhance the customer experience,” said Steve Biancaniello, CEO of Messagepoint. “Having a centralized, AI-powered platform that solves some of the biggest problems companies face around managing legacy content and creating consistent, compelling omni-channel customer experiences, is a true game-changer.” MARCIE is scheduled to become available as part of the Messagepoint CCM platform this summer.
MARCIE’s analytics will initially focus on:
- Compliance with brand standards across all communications and channels.
- Reading comprehension levels of every message using Flesch and Flesch-Kincaid scoring (Flesch–Kincaid readability tests generate a numerical score that indicates how easy or how difficult a passage in English is to understand).
- Message-level sentiment to evoke feelings and emotions that positively impact the customer experience.
- Opportunities to consolidate duplicate and similar content for greater content re-use and efficiency.