Brian Wallace


How Will AI Change Customer Experience?

Are robots taking over our jobs? Well, not exactly. Robots have been around for a long time, and while robots can take over menial, repetitive tasks that no longer require human intervention, this is not always a bad thing. Robots do the menial, repetitive tasks, which frees up the humans to do other things. We are seeing this more often in customer service, where artificial intelligence is taking over the menial data entry or information gathering tasks and cutting out the time needed with an actual human. And most of the time you don’t even know you are dealing with artificial intelligence.

Nearly 85% of people have interacted with AI in the past year, but only half were even aware of it. But already AI is making your life simpler without you even knowing it. In customer service AI can reduce the amount of time you are on the phone, connect you with the correct department so that your problem gets resolved more quickly, and even identify major problems before they get out of hand based on repeated customer feedback.

Artificial intelligence is the computer inside the robot, and it was designed to make your life easier, not take over the world. Learn more about the role of AI in customer service from this infographic!

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