Artificial Intelligence (AI) is redefining the face of the business process both online and offline. AI through automated systems are programmed to replicate human functions which are in charge of official communications answering phone calls, emails and social comments to engaging website visitors on chats. AI is changing the overall face of customer interaction, according to the Business Insider and Gartner, 85% of business communication by 2020 will be handled by AI without any human involvement. If you thought IT organizations are the only digging gold out of AI, think again. AI is impacting every industry, disrupting business or giving them thumbs up on the competition.

Artificial Intelligence (AI) is an important and evolving concept that is having significant impact within the Customer Experience industry -- and it's a topic that is being talked about on a seemingly daily basis at this point. But is AI really ready for prime time in customer care? I sat down with Michael Johnston, Director of Research and Innovation at Interactions, to get answers to some questions that are frequently asked about AI and Machine Learning as they apply to customer care. Artificial Intelligence refers to the capability of a machine to imitate intelligent human behavior. Put another way, AI technologies are algorithms that attempt to mimic things that humans do.

You're settling into your window seat, bound for a summer vacation, when the flight attendant wishes you a happy birthday or commiserates about the lousy weather that delayed the last leg of your trip. It might feel like the flight crew has been scouring your recent social media posts, but at some airlines, that wouldn't be necessary. Carriers like United Airlines, Delta Air Lines and Southwest Airlines are giving gate agents and flight attendants access to more customer data in hopes of giving passengers more personalized service. Still, there's only so much a birthday greeting can do to make up for a lost bag or late arrival, particularly when airlines want to steer clear of conversations that feel too personal. While in-cabin recognition might be the most visible way airlines are working to do more with the troves of data they collect, behind-the-scenes efforts to mine stats on everything from collisions between airport vehicles to turbulence touch almost every piece of a passenger's trip.

Today, when asked about artificial intelligence (AI), many people start painting science fiction inspired images of machine-ruled futures and robots completing manual tasks for human beings. To them, AI is only a concept, something that's going to happen tomorrow. In reality, artificial intelligence is already part of our lives. We use AI every day. Is 2018 The Year That The AI Revolution Goes Mainstream?

Jefferson Graham shows the many options for finding audio podcasts to listen to, from apps to connected speakers, TV and the car, on #TalkingTech. In July, we've covered everything from how to get the beat deals on Amazon Prime Day to tips on creating and publishing an e-book and we previewed the new website with Netflix's Phil Rosenthall on Talking Tech, USA TODAY's daily, seven-days-a-week podcast. You can listen to Talking Tech on Stitcher, Apple or Google Podcasts or wherever you enjoy online audio. Talking Tech offers the latest tech news updates, gadget reviews, opinion on tech trends and interviews with insiders. Here are the July Talking Tech episodes.

Apple has announced some significant upgrades to the MacBook Pro. On Thursday, the iPhone maker debuted refreshed 13-inch and 15-inch models that sport more powerful processors, improved displays and new keyboards. For the first time, Apple has integrated both laptops with always-on Siri voice activation. The new MacBook Pro laptops are available starting today and start at $1,799 for the 13-inch with a Touch Bar and $2,399 for the 15-inch with a Touch Bar. On Thursday, Apple debuted refreshed 13-inch and 15-inch models that sport more powerful processors, improved displays and new keyboards.

Smart assistants already have the potential to make our lives much easier. Why, then, are a significant number of people are still using Amazon Alexa as just a kitchen timer? Like them, I bought Alexa full of expectations, excited by the opportunity to try out my first personal AI assistant. Now, a year later, Alexa has become little more than a media player for my son. Though we do use it every now and again as a kitchen timer.

There are so many amazing ways artificial intelligence and machine learning are used behind the scenes to impact our everyday lives and inform business decisions and optimize operations for some of the world's leading companies. Here are 27 amazing practical examples of AI and machine learning. Using natural language processing, machine learning and advanced analytics, Hello Barbie listens and responds to a child. A microphone on Barbie's necklace records what is said and transmits it to the servers at ToyTalk. There, the recording is analyzed to determine the appropriate response from 8,000 lines of dialogue.

When you picture a personal assistant, you probably envision a celebrity -- or at least someone very wealthy -- walking around with a "shadow" who takes her messages, makes her travel plans, helps her pick out the perfect outfit, and eliminates other daily tasks from her lengthy to-do list. If you've ever wished you could have a personal assistant of your own, then you're in luck. Personal assistants are quickly becoming accessible to the masses -- thanks to AI and other emerging tech. In fact, technology really has been an equalizer when it comes to providing everyday people access to personal concierge services. Besides Siri or Google on your smartphone, Amazon's Alexa and Google Home may be some of the first digital "personal" assistants that come to mind.