Is Artificial Intelligence the Future of Customer Service?

In the ever onward march of modern technology, we humans have sometimes felt uncomfortable about the increasing automation of telecommunications – from machines calling us with recorded messages to switchboard operators replaced by numbered menus to choose from. However, we seem to be turning a corner, with many people now happy to communicate with devices such as chatbots. For example, a report from media data specialists Comscore which looked at the future of voice technology in the US, found that half of smartphone users engage with voice technology and messaging apps on their device, and one in three do so on a daily basis. According to Call Centre Helper investment in artificial intelligence (AI) technologies will increase by more than 300 per cent over the next year, and eight out of ten businesses have already implemented AI as a customer service solution, or are planning to do so by 2020. A blog by NewGenApps has looked at the top 11 ways that companies are now using AI in their business processes, and they say that "What started as a rule-based automation is now capable of mimicking human interaction. It is not just the human-like capabilities that make artificial intelligence unique. An advanced AI algorithm offers far better speed and reliability at a much lower cost … compared to its human counterparts."