Introducing AICXM
The Databricks Brickbuilder GenAI
Solution Powering Enterprise-
Wide Customer Experience
Modern customers expect more than transactions they demand hyper-personalized, context-aware experiences that reflect their unique preferences and history. Research confirms they spend more with superior service, respond strongly to tailored recommendations, and switch providers after poor interactions. This dynamic challenges enterprises across industries to deliver consistency while managing complex, high-volume operations.
We are pleased to introduce AICXM, a comprehensive Databricks-native, AI-Driven Customer Experience Management platform that transforms engagement at scale. By combining Generative AI with unified data intelligence, AICXM enables enterprises to move beyond siloed insights and deliver seamless, efficient, and personalized service fostering loyalty and operational excellence.
Addressing Universal CX Challenges
Enterprises face common hurdles:
- • Fragmented customer data across channels and systems
- • Variable demand patterns (seasonal, event-driven, or regulatory)
- • Missed opportunities for proactive engagement and revenue optimization
- • Incomplete agent visibility, leading to service gaps and lost potential
- • Limited quality monitoring, sampling only a fraction of interactions
Traditional approaches leave critical insights untapped and expose compliance risks.
The AICXM Suite: Modular AI-Powered Capabilities
Celebal Technologies’ AICXM suite modernizes customer engagement with a digital-first, AI-centric framework:
Conversa8
A 24/7 omni-channel virtual assistant (voice & non-voice) that reduces operational costs and scales support instantly.
Naviga8
Real-time agent assists delivering a unified customer view, interaction history, sentiment analysis, and AI-driven next-best-action suggestions.
Investiga8
Automated quality assurance auditing 100% of interactions for compliance, sentiment tracking, and PII protection with >85% accuracy.
Consolida8
A Customer 360 engine integrating CRM, billing, feedback, and behavioral data to power personalized recommendations, churn prediction, and loyalty intelligence.
educa8
Agent training & skill development with computer-based training, mock call/chat simulations & proficiency assessments to continuously improve customer service quality.
.webp)
Realizing Measurable Business Outcomes
With AICXM, enterprises achieve:
- • Contextual, predictive customer interactions at every touchpoint
- • Reduced cost-to-serve through automation and self-service
- • Revenue uplift via intelligent next-best-action engines
- • Lower attrition with proactive, data-driven retention strategies
- • Empowered agents equipped for faster, error-free resolution
Traditional approaches leave critical insights untapped and expose compliance risks.
A Strategic Framework for Next-Gen CX
AICXM is more than a tool; it’s a strategic operating model blending Generative AI, unified data, and digital-first design. It enables enterprises to deliver adaptive, personalized experiences that drive loyalty and sustainable growth, regardless of industry.
Why AICXM on Databricks?
Built on the Databricks Data Intelligence Platform, AICXM integrates seamlessly into existing ecosystems and empowers enterprises to:
- • Scale real-time and batch data pipelines for any workload
- • Leverage open formats (Iceberg, Delta Lake, Parquet) for flexibility
- • Enforce centralized governance & security via Unity Catalog
- • Deploy AI solutions that reduce costs, enhance interactions, grow revenue, minimize churn, and boost employee productivity
- • Unlock actionable insights via Mosaic AI-powered analytics dashboards
Driving Smarter, Future-Ready Customer Experiences
AICXM delivers an end-to-end, AI-enhanced CX platform with unified data, automation, and intelligence. Enterprises across sectors adopt AICXM to exceed rising expectations, optimize performance, and secure competitive advantage in fast-evolving markets.
Schedule a tailored demo and see AICXM in action for your industry: aicxm@celebaltech.com
