Finding the human and AI balance in the digitally disrupted world

Several years ago, Gartner said, "By 2020, customers will manage 85 per cent of their relationship with the enterprise without interacting with a human." While advances in artificial intelligence (AI), machine learning and deep neural networks certainly indicate that automation will dominate the future, let's not forget customers of the enterprise are, and will forever be, humans. And those human customers will always have the need to interact with human employees in those enterprises. However, the complexity of those interactions will dramatically increase, whereas routine tasks will be delegated to automation. Successful organisations will be those which can provide a well-balanced service.