Making AI human: transforming the customer experience through artificial intelligence


Today, customers are at the heart of digitization. Smart companies are using artificial intelligence to better understand their customers, build engagement and offer a hyper-personalized experience. The smart speaker market is forecast to grow at a CAGR of 48% between 2016 and 2020.[1] And our research of over 10,000 consumers shows that more than two-thirds of consumers (69%) consumers are satisfied with their AI-enabled interactions. As Figure 1 shows, the top three attributes they prize are: first, greater control; second, 24/7 availability; and third, faster resolution.

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