8 FAQs About Artificial Intelligence and Customer Service

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 primetime in customer care? I spoke with Michael Johnston, Lead Inventive Scientist at Interactions, about frequently asked questions 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.