Digital Transformation Enablers - Part 1: Artificial Intelligence & Machine Learning

Customer service interactions are time intensive and are frequently a source of customer irritation – particularly when interacting with a customer service agent that has little experience in your matter. Chatbots are increasingly effective in customer service interactions. Chatbots recognize and understand specific phrases in customer requests (typically written requests, but spoken natural language requests are rapidly advancing) and then respond to customers accordingly. Chatbots self-learn as they receive further information and customer requests, enabling them to improve accuracy and conduct conversations more naturally. I also include Apple's SIRI and Microsoft's Cortana in the category of chatbots – although Apple and Microsoft might disagree preferring to classify SIRI and Cortana as digital assistants.