How AI is Personalizing Customer Experience at Scale

From Mass Support to Personalized Conversations at Scale

For years, delivering a personalized customer experience meant hiring more agents, adding layers of segmentation, and manually customizing every interaction. At scale, this became unsustainable. AI has changed that.

Today, AI-powered support platforms like Twig are making it possible to personalize every customer conversation—at scale and in real time—without sacrificing quality or ballooning headcount.

A 2024 report from McKinsey found that 71% of consumers expect companies to deliver personalized interactions, and 76% get frustrated when this doesn’t happen. But how can enterprises meet this expectation across millions of users, channels, and languages?

With AI, the answer is: instantly, intelligently, and automatically.

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The Problem with Traditional Personalization

Legacy support systems often relied on rigid workflows and limited context. Even with large support teams, personalization was hard to maintain due to:

• Fragmented customer data
• Long wait times
• Generic scripted replies
• Inability to scale 1-on-1 support

This created friction for users and inefficiency for support teams. Personalization, when it existed, was shallow and reactive.

Enter AI: Real-Time Personalization That Learns and Adapts

AI flips this script.

Modern platforms like Twig integrate deep learning and natural language processing (NLP) to understand customer intent, emotion, and context—responding not just accurately, but personally.

AI agents can now:

• Recognize returning users and recall past conversations
• Tailor tone and response based on customer sentiment
• Offer proactive help before issues arise (e.g., failed login or abandoned cart)
• Recommend solutions or products based on user behavior or profile data

And they do this instantly—24/7—without requiring agent intervention.

According to Salesforce, 84% of customers say being treated like a person, not a number, is very important to winning their business. AI brings this goal within reach for companies of any size【source: Salesforce State of the Connected Customer】.

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How Twig Powers AI-Personalized CX at Scale

Twig is designed to deliver human-level support experiences, no matter how many users you serve.

Key Capabilities:

• Contextual Memory
  Every AI interaction retains context—whether the customer is mid-conversation or coming back days later. This continuity creates smoother, more natural support experiences.
• Real-Time Data Syncing
  Twig integrates with CRMs, product usage data, billing platforms, and more to personalize replies using the most up-to-date information.
• Brand-Adaptive Tone Matching
  Whether your brand is playful, professional, or empathetic, Twig adjusts tone and language to mirror your voice, making every message feel native to your company.
• Instant Multilingual Support
  Twig’s NLP engine understands and responds in over 30 languages, adapting content dynamically based on user preference or region.

With these capabilities, large enterprises can scale personalized support across continents, without increasing support overhead.

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Real-World Impact: AI in Action

Global businesses across industries are using AI to revolutionize their customer experience:

• Retail: An ecommerce brand reduced returns by 25% by using AI to proactively answer sizing and shipping questions.
• Banking: A digital bank automated 70% of its Tier 1 queries using AI that pulled from transaction data and tailored messages based on account activity.
• SaaS: A product-led company increased activation rates by 33% with AI onboarding flows personalized by user role and usage behavior.

Twig clients have reported up to 65% reductions in ticket volume and 3x higher self-service resolution rates within the first 90 days of deployment【source: Internal Twig Case Studies, 2024】.

Personalization That’s Compliant and Secure

AI-driven personalization also raises questions around data privacy. Twig addresses this with:

• GDPR and CCPA compliance baked in
• Consent-based data access
• Audit trails and explainable AI features
• Enterprise-grade encryption and access controls

You can deliver hyper-personalized support—without compromising customer trust or regulatory compliance.

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Why Personalization at Scale Matters in 2025 and Beyond

As we move deeper into 2025, AI personalization is no longer a “nice to have”—it’s a competitive necessity.

According to Gartner, companies that implement AI personalization engines will increase customer satisfaction by 25% and reduce churn by over 20%【source: Gartner AI and Customer Experience Report 2024】.

With expectations growing and human teams limited by scale, AI becomes the bridge between efficiency and empathy.

Twig ensures you don’t have to choose.

Sources

• McKinsey & Company – The Value of Getting Personal
• Salesforce – State of the Connected Customer Report
• Gartner – AI & Customer Experience Trends 2024
• Forrester – Conversational AI and the Future of CX

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