Thread by Yangyi (@Yangyixxxx)

In the future, every brand will need a "digital clone". It's online 24/7, speaks for the brand, interacts with any customer on any platform, and builds trust through content. This leads to Voice Marketing, and eventually every brand will have such an AI brand engine. A company's content journey is never a digital silo. Customer feedback can be transformed into content and internalized into products and services, which then creates the company story, such as why we designed it this way. Ultimately, customer success stories are created through service. This entire process used to rely on manual labor, which could lead to disruptions in any department. But when AI engines connect these digital silos to form a company's knowledge base, the content becomes the weathervane, and humans are merely the helmsmen determining the direction. Some people create AI customer service systems, but few extract content clues from customer questions to build FAQs, lead generation guides, and empathetic narratives that connect with users. They also fail to relay these insights to product managers. Some people manage social media, but few delve into user needs from social media comments, and then respond in a way that aligns with product features and company culture, effectively amplifying user feedback. Previously, due to the organizational structure, each department was a digital silo, and its voice could not be amplified or broadcast. Product managers need to dig out needs and optimize the product from a large number of customer complaints because feedback from customer service may contain a lot of subjective distortion. Customer service representatives need to understand the product design by referring to the product release documents and white papers, then translate these into real user questions and find ways to express them to users in a simple way. These efficiency losses are too severe and will lead to inconsistencies in many places. But then the Agents will take over most of the work in this chain, collecting, transmitting, and amplifying the sound at each node to create volume. Hearing is a form of contextual communication; these contexts can unleash unique brand power.