Ten ways in which artificial intelligence and RPA will evolve in 2019

Artificial intelligence (AI) is becoming more mainstream in India as the country's focus on the digital domain is ushering in new waves of efficiency and productivity. Double-digit growth in a trillion-dollar economy with the power of a single emerging technology shows its remarkable impact on not just the ease of brand-customer interactions but also in charting a journey in a world running on automated systems. Customers want to know that they are being viewed as individuals and not just as customer data records. In 2019, vendors will focus more on increasingly humanising AI with emotional intelligence and empathy. This means better understanding of context and longitudinal conversations, picking up on clues on customer motivation and intent, tone of voice, how people feel in a particular moment, where they are in their lifecycle, how they act in certain situations, and even what is happening around them.