What is the Impact of AI on Customer Service?

There is no shortage of use cases where AI adds value to the customer experience. Whether it’s increasing automation to improve efficiency or providing personalized customer experiences, AI has the potential to improve how customers interact with brands on a daily basis. But for companies looking to justify AI investments, it can be difficult to know where to start.

As AI solutions and virtual assistants make their mark people and businesses, we’re learning there’s a hesitation to trust the technology with big decisions—like where to invest money, how much to pay employees, or what treatment to provide a sick patient. Reasonably so. However, when we look beyond these high-stakes applications, there’s good reason to trust many AI-powered virtual assistants that are in use by millions of people each day.

I recently presented at SpeechTEK 2016 and was very encouraged by the enthusiasm and momentum surrounding our industry. It’s clear that Artificial Intelligence (AI) technologies have finally come of age.