The AI you don't see

Today, when people think of AI, they usually think about generative AI, which can produce text, images, sound, and videos. The human-facing interfaces of ChatGPT, Gemini, Claude, and many other AI models work in response to a prompt written in plain language by a human. The user goes to the website or app that asks the user what they want to talk about. The user types something (the “prompt"), and the dialogue begins.

However, generative AI is also being added to systems in ways that do not involve direct interaction between the AI and a human user.  Prompts are passed to the AI as part of the app code, and the output of the AI comes back to that code and becomes input for the app’s next steps. A prompt engineer, or even a different AI model, structures the prompt and includes it in the code, and it works behind the scenes.

Behind the scenes

At Umego, we use AI behind the scenes to help brand ambassadors connect with their customers. AI searches through customer data to identify what is essential for building long-term relationships between the brand ambassador and the customer and makes that information available to the brand ambassadors. It helps the brand ambassador make a genuine connection by mentioning essential details about the customer that aren’t necessarily transaction-related.  

The connection that Umego AI helps build is not just about selling; it’s about understanding, anticipating, and trusting. Umego is not only focused on customer information gathering and use but also on leveraging established principles of relationship building. Umego leverages social psychology, behavioral science, and relationship-building expertise to make AI smarter. It’s about making the brand ambassador fundamentally better at connection.

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Aggregate and individual benefits

Umego also takes that customer information and looks across customers to see what is important to them and how that is changing. This is part of the Umego journey as well. A core element of the Umego value proposition is that the client gets critical insights they could not get anywhere else because the data is unavailable elsewhere. The Umego data journey is one of the limitless possibilities because the data is zero-party data.  It’s the data that consumers share voluntarily to enhance the experience, so it is as open as the customers decide to be, and the insights reflect that openness. This differs from squeezing every possible insight from a minimal transactional data set. By definition, it is also forward-looking, providing insights into what the customer says will happen tomorrow.  

The client leverages these insights at both the individual level and across customer segments. These insights are provided before, during, and after engagements between the brand ambassador and the customer. The brand ambassador doesn’t write a prompt to access them; they are ready and waiting when the brand ambassador needs them. This intelligence is the perfect Wingman, personal assistant, and mentor wrapped into one.

So when we say that Umego uses AI, we mean it’s working behind the scenes to find the information that will most help brand ambassadors. It doesn’t require the brand ambassador to write the perfect prompt. It just requires the brand ambassador to use AI-derived insights behind the scenes to build better customer relationships.

Umego wants people to spend time connecting with each other, not connecting with AI. That makes the AI you don’t see the best kind of AI.

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