Why Artificial Intelligence Now--and Why in Customer Care?

Sheila McGee-Smith is a leading communications industry analyst and strategic consultant with a proven track record in new product development, competitive assessment, market research, and sales strategies for customer care solutions and services. Her insight helps enterprises and solution providers develop strategies to meet the escalating demands of today's consumer and business customers. It seems one cannot pick up a newspaper or magazine in 2018 without seeing a headline related to artificial intelligence (AI). In September 2018, The Wall Street Journal published a thought-provoking article, The Human Promise of the AI Revolution. Taking an opposite and certainly a more sensationalist approach, Newsweek had this headline in its Tech & Science section, Forget Terrorism, Climate Change and Pandemics: Artificial Intelligence is the Biggest Threat to Humanity.