The evolution of artificial intelligence in customer experience

Today's AI technologies are more intelligent and contextual than ever before. The rise of digital assistants like Alexa and Siri that allow us to carry out a myriad of tasks with minimal effort – has made many consumers wonder "why can't everything be this easy?". As a result, businesses are starting to tap into this trend and are seeing the huge potential AI – not just to help the customer journey, but also to streamline processes, reduce costs and increase productivity of their service agents. Today, AI is serving on the frontlines of customer service, handling the repetitive tasks that previously took up the majority of an agent's time – freeing them up to focus their time and energy on more complex and high-value engagements. See also: AI's impact on customer experience Additionally, AI is playing co-pilot to the agents – helping them deliver more personalized service by prompting them with information on a customer's history with the brand, preferences, and sharing suggestions and offers that particular customer may appreciate.