How Data, Analytics & AI Shaped 2020, and Will Impact 2021 - InformationWeek

The IT enterprise may have started the year stalled on its efforts to deploy at scale production machine learning and artificial intelligence projects, but that didn't last long. The global pandemic's impact included serving as a catalyst to accelerate any number of IT projects for a new way of doing business, and those included AI and automation. The shift to working remotely for so many desk workers necessitated a change in how to do business, sure. But the shift to remote work coincided with a giant spike in demand for customer service and support. For instance, at the consumer bank, who was answering the incoming calls from customers about whether stimulus checks had arrived or cleared?