AI, chatbots and the customer dialogue of tomorrow

The current focus on customer journeys, omnichannel, digital transformation, platformisation and making data available is all about facilitating the construction of the businesses, innovation and customer experiences of tomorrow. What is truly exciting is what we do next. An obvious area of application for artificial intelligence is the effort to individualise customer dialogue in the consumer market. Achieving an omnichannel experience where customers and companies are able to carry on a coherent dialogue across multiple channels, or where customers can order products in one channel and pick them up or return them in another, is one thing. But for companies operating in a mass market and that are trying to create an individual relationship with each customer and to exhibit empathic and contextual understanding of the customer's situation, it is difficult to imagine anything other than AI as the way forward.