Ultimate.ai pursues the perfect marriage of man and machine

Finland's Ultimate.ai is in the business of creating superhuman customer service employees. Reetu Kainulainen is uneasy with the idea that artificial intelligence and machine learning should be utilised to make customer service employees redundant. "There has been a lot of talk about automation and productivity. Customer service, after all, is a very unique organisation that has one-on-one conversations with customers even if we're talking about a giant telecommunications company with tens of millions of customers," he reminds. "We don't believe that artificial intelligence should replace customer service employees, but that it should be used to give them superpowers."