How AI is transforming enterprise operations and customer experience

To navigate through the worldwide Covid-19 health crisis, organisations from every sector have needed to adapt enterprise and customer-facing operations using AI, the cloud and other technologies, to stay relevant for employee and consumer behaviours. The shift to remote working has meant that plans for digital innovation needed to be accelerated, and AI has been key to easing transitions and improving customer experience. Initially, fears were frequently expressed about the evolution of AI meaning that human workers would no longer be needed. But with flaws such as bias and inaccuracies remaining common, the contrary has proven to be the case. "If you've watched any sci-fi film or TV programme, you'll be aware of the fears around AI.," said Samantha Humphries, senior security specialist at Exabeam.