How AI and Data Science are reshaping customer experience

Recently, Spotify, a global music content platform, introduced a new feature, Discover Weekly, as an intelligent playlist developer for its users. Based on a listener's past history, preferences and the trends reflected by analysing data from music aficionados with similar tastes, the company implemented machine learning'best fit' algorithms to provide its users with a delectable list of latest music that kept them glued to their headphones for hours. This is one of the many instances where AI has transformed customer experience as we know it. The two most popular vowels on the internet, AI or Artificial Intelligence, are being implemented by various industries to learn from data, identify the most efficient operational processes and go beyond passive advertisements to enhance the customer engagement quotient. In fact, a report by Servion predicts that AI will power 95 per cent of all customer interactions by 2025.