How Bots Are Changing Customer Experience

In 2011, Gartner had prophesied that "By 2020, customers will manage 85% of their relationships with the enterprise without interacting with a human." We are still a few years away from 2020, yet we can see that the prophesy is almost true. Artificial Intelligence (AI) is changing the customer experience as we used to know it. Unrelenting pressure to not just to fulfill but to surpass the customer expectations has forced the CMOS to harness the power of AI. Apple's Siri, Amazon's Echo, Google's Assistant are some of the popular examples where AI is being used to enhance customer experience.