How AI Is Powering Customer Service, Engagement, And The Customer Experience

AI is making inroads into enhancing customer service and the overall customer experience, sometimes in a directly customer-facing role; sometimes behind the scenes in support of human customer service agents; and often in a hybridization of these roles. Paddy Srinivasan is professionally involved bringing AI to all things customer service- and customer experience-related, and I enjoyed speaking with him recently. Micah Solomon: How much of a mark is AI making today in customer service and support, and how is it helping to optimize the customer experience overall? Paddy Srinivasan, SVP and GM, Customer Engagement and Support at LogMeIn: AI is changing the face of customer service as we know it. Whether it's a customer-facing chatbot helping customers answer simple questions or an agent-facing [internal] bot offering assistance with more complicated questions, almost every interaction can now benefit from having some level of AI around it – even if the customer doesn't directly see it.