AI – Customer Experience Friend Or Foe? - Retail TouchPoints

But that is all changing. Today's AI is more intelligent, contextual and can understand a customer's intent to help them get to where they need to be. Tools like chatbots and virtual assistants have quickly grown to become an integral part of many CX strategies across a variety of industries -- from retail to travel to financial services. And while there are still questions and reservations about the actual ROI of AI in customer service, more and more real-world use cases are revealing the true benefits of using AI in this capacity. So the question remains: Will AI be a friend to the customer experience or more of a foe?