How AI can help businesses transform their contact centers

Artificial intelligence and machine learning have become major buzzwords, but the reality is predictive analytics will have a profound impact on business technology in 2018. TechRepublic's Dan Patterson spoke with Mikhail Naumov, cofounder of DigitalGenius, a company that blends human intelligence with artificial intelligence, to explain how companies use machine learning to improve customer service. Artificial intelligence has become better than humans at performing boring, repetitive tasks, Naumov said. Companies such as Unilever and KLM are providing this technology for their teams, and using it as a tool rather than as a replacement. SEE:IT leader's guide to the future of artificial intelligence (Tech Pro Research) "I think companies and people in general have to realize implementing machine learning and AI isn't an overnight magic trick," Naumov said.