Overview
AI Recommendations help you move from understanding your customer journeys to identifying what you can do to improve them.
Using Alex Pro, Cemantica analyzes the information mapped in your journeys, considers CX best practices, and identifies areas that may need attention.
Rather than simply highlighting problems, Alex provides recommendations based on your journey data, explains the reasoning behind them, and suggests actions you can take to improve the customer experience.
1. Generate recommendations with Alex Pro
To get started:
Open a Journey Map in Cemantica.
Open Alex Pro within the journey.
Ask Alex a question about the experience you want to improve.
For example, you can ask:
"What are your recommendations?"
"How can I make this journey easier for my customers?"
"What are the top pain points in this journey?"
"Which touchpoints need the most attention?"
Alex reviews the information available in your journey, including customer insights, pain points, opportunities, and existing solutions, to identify areas for improvement.
It also considers CX best practices and how your journey is structured when making suggestions.
2. Understand your recommendations
Once Alex has analyzed your journey, it provides recommendations ranked by impact, helping you identify which improvements to focus on first.
Each recommendation includes three main sections:
Why it matters
Explains why the identified issue deserves attention and how it may affect the customer experience or business outcomes.
Where relevant data is available, Alex can also reference performance indicators and business KPIs to provide additional context.
What we see
Shows the journey information supporting the recommendation.
This may include:
Customer insights and recurring pain points
Existing opportunities for improvement
Solutions or actions already mapped in the journey
Gaps or disconnected activities that may need attention
This helps you understand the reasoning behind each recommendation and assess whether it is relevant to your journey.
What to do
Suggests practical next steps to address the identified issue.
Depending on the recommendation, Alex may suggest:
Connect: Link an existing opportunity, solution, or action to related work in your journey.
Create: Create a new action to address a specific problem or opportunity.
For example, if customers are struggling to find products or information on a website, Alex might recommend simplifying navigation and connecting existing solutions to the relevant improvement opportunities.
This helps you move beyond identifying customer pain points and start addressing them.
3. Review and save recommendations
Not every recommendation will be relevant to your current priorities.
You can review Alex's suggestions, decide which improvements make sense for your organization, and save the recommendations you want to work on.
You can also use the suggested next steps to connect existing work or create new actions directly from the recommendation, where those options are available.
This makes it easier to turn AI-generated insights into improvements you can follow up on.
4. Access and manage your recommendations
You can access saved recommendations across your journeys from one place in Cemantica.
To find them:
Navigate to Optimize → Recommendations in the left-hand menu.
You'll see a list of your saved recommendations.
Select a recommendation to open its details.
The Recommendations page provides an overview of each item, including its subject, type, journey stage, status, associated Journey Map, and priority.
You can also use the available filters and search, customize which columns are displayed, or export the list.
View recommendation details
Opening a recommendation gives you more information about the suggested improvement.
From here, you can review and manage details such as:
Status: Track the recommendation's progress.
Priority: Indicate how important the recommendation is.
Owner: Identify who is responsible.
Stage: See which journey stage the recommendation relates to.
Type: Understand the nature of the recommended improvement.
Recommendation and Why: Review the suggested improvement and the reasoning behind it.
Related Items: View associated Journey Maps, Insights, and Opportunities.
You can also use tags and groups to organize recommendations.
For AI-generated recommendations, the details panel identifies Alex as the source and provides a Get The Prompt option.
From insights to improvements
AI Recommendations connect your journey analysis with the actions needed to improve the customer experience.
By identifying friction points, highlighting priorities, explaining the reasoning behind recommendations, and suggesting next steps, Alex helps you make better-informed decisions about where to focus your improvement efforts.
Remember to review AI-generated recommendations against your organization's goals and the available journey data before taking action.
Watch the video to learn more about AI Recommendations in Cemantica:
AI Recommendations are available as part of the Cemantica JVMP subscription plan. To learn more, contact us at [email protected].