Artificial Intelligence is Fueling the Customer Experience Strategies of the World's Top Brands Today

The new report from MIT Technology Review is sponsored by Genesys and called Getting to Iconic. It reveals iconic firms are more likely to recognize that automated AI tools are most effective when they supplement and extend the capabilities of their customer support team, rather than replace human investment. As so, 60 percent of survey respondents felt they had the right mix of "live" and automated customer communication channels, compared to only 26 percent of the poor performers and 40 percent overall. Furthermore, the report concludes that iconic companies are using AI for more than just chatbots. Most respondents indicate AI is guiding their customer analytic capabilities.