AI in Marketing Week 5 NPTEL Assignment Answers 2025

NPTEL AI in Marketing Week 5 Assignment Answers 2024

1. How AI is Transforming the Customer Experience?

• Empowering self-service
• Available 24/7
• Allowing for automated life assistance
• All above

Answer: d
Explanation: AI enhances the customer experience by enabling round-the-clock availability, automating tasks like virtual assistance, and promoting self-service solutions, thus improving efficiency and user satisfaction.

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2. How is customer experience defined in the provided information?

• Objective and external consumer reactions to company interactions
• Tangible and measurable encounters with products and services
• External and subjective consumer responses when in contact with a company
• Internal and subjective consumer responses when in contact with a company

Answer: d
Explanation: Customer experience is described as internal and subjective because it is based on personal feelings, emotions, and perceptions during interactions with a company, not just on external actions or metrics.

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3. When consumers are dissatisfied or unfulfilled with a brand, product, service, or experience, they may enter _________?

• The defection journey
• The retention journey
• Subscription journey
• Consideration stage

Answer: a
Explanation: The defection journey represents the phase where dissatisfied customers begin to disengage or leave a brand, often seeking alternatives.

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4. In the Active Exposure stage, individuals actively engage with information relevant to their wants and needs. What is a key outcome during this stage?

• Immediate purchase decisions
• Formation of the Consideration Set
• Passive absorption of information
• Withdrawal from brand engagement

Answer: b
Explanation: During Active Exposure, customers explore and gather data, leading to the formation of a Consideration Set—a shortlist of brands or products they are likely to purchase from.

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5. What are the key constraints to the success of personalization initiatives?

• Lack of technological infrastructure and customer engagement
• Inadequate marketing budgets and resource allocation
• The volume and quality of customer information, the ability to generate insights, and the effective implementation of insights
• Limited customer interest in personalized experiences

Answer: c
Explanation: The success of personalization relies heavily on accurate and rich customer data, actionable insights, and seamless implementation across channels.

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6. What are the potential positive outcomes of implementing personalization?

• Increased customer satisfaction
• Brand loyalty
• Willingness to spend, and overall marketing effectiveness
• All the above

Answer: d
Explanation: Effective personalization fosters a deeper connection with customers, leading to greater satisfaction, loyalty, and improved marketing outcomes like conversions and repeat purchases.

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7. _____________is the coordination of customer experiences in real time, in an omnichannel environment, to better understand customer needs and encourage further interaction with a brand

• Customer journey orchestration
• Experience
• Engagement
• Value

Answer: a
Explanation: Customer journey orchestration is about managing and synchronizing customer interactions across channels in real time to improve experiences and encourage continuous engagement.

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8. What does the acronym SaaS stand for in the context of software?

• System as a Service
• Solution as a Service
• Software as a Service
• Security as a Service

Answer: c
Explanation: SaaS means Software as a Service, a cloud-based model where users access software applications over the internet, usually via subscription.

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9. What does the term anthropomorphism refer to?

• The study of ancient human societies
• The extent to which an image resembles an animal
• The extent to which an image looks human
• The process of creating artificial intelligence

Answer: c
Explanation: Anthropomorphism is attributing human characteristics to non-human entities, such as robots, avatars, or digital assistants, often to enhance user engagement.

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10. What are the relevant design elements mentioned that managers can use to impact avatar interactivity?

• Graphic design, color schemes, and font styles
• Communication modality, response type, social content, and controlling entity
• Pricing strategy, market segmentation, and product positioning
• Employee training, workflow optimization, and performance metrics

Answer: b
Explanation: These specific design elements—communication mode, response style, social context, and who controls the avatar—directly influence how engaging and lifelike an avatar appears to users.