How emerging AI technologies could impact customer service

Facebook's new Deep Text system, launched last month, promises to revolutionise the social media experience for both individual users and brands. According to the company, its artificial intelligence (AI) engine can analyse and understand the meaning and sentiment in the text of thousands of posts per second across 20 languages. It is said to be able to achieve "near human accuracy" in understanding the deeper meaning behind written words and distinguishing between slang, colloquialisms and brand names. Facebook has already used the technology in its Messenger app to help users hail taxis and on its main site to advise users who are making sales. But Deep Text could also have a huge impact on the way brands target and communicate with their customers.