Machines: a new breed of customer service agents

Machines are crucial with how consumers interact with businesses, not just through purchases but also through enquiries. It's thought that machine learning will not only radically alter the customer service industry, but all industries. Thinking about it in terms of pervious technology revolutions, the age of steam created the industrial revolution by replacing man with coal, the age of robotics also moved the manufacturing industry's dependency on mankind and in the future, artificial intelligence and machine learning holds the potential to replace cognitive functions of the human mind. But what does this really mean and how will it change the way that businesses interact with their customers? Customers today demand access to immediate information and want issues to be solved instantly at the click of a button. As a result, more businesses are now tracking a customer's engagement history with a brand through a range of data sources such as social media, purchase history and customer support tickets, to provide a personalised experience in a shorter timeframe.