Sarment Intelligent Services is launching a new artificial intelligence (AI) module for KEYYES, its luxury digital platform. Using natural language processing, the module will analyse customer sentiment during live chat interactions with its customer service teams. This will enable the company to prioritise chats in real time and provide a scalable high touch service across all markets. Natural language processing is a branch of AI that enables computer programs to understand and analyse natural human language. As with any machine learning process, the system becomes more intelligent by being trained with large amounts of quality data. In this case, the data is made up of natural language used in real-life interactions. The new AI module will also help the company identify customer preferences to drive its product and partnership roadmaps. For instance, the module will learn when customers inquire about certain services that are not being offered on the platform. In addition, KEYYES will use the AI module to improve app personalisation by pushing recommendations to customers based on the items they view, mark as favourites, and buy or book. It will also detect when members are experiencing issues with the app, enabling faster detection and fixing of user experience problems and bugs.