How AI is Changing Customer Service

Artificial intelligence, which uses algorithms and rules-based logic to automate a wide variety of tasks within many verticals, is hot. It occupies the top spot in 2017 tech trend lists from such notable companies as Ericsson and Gartner. Cognitive systems and AI adoption across a broad range of industries are likely to drive worldwide revenues from nearly $8 billion in 2016 to more than $47 billion in 2020, according to IDC. Automated customer service agents is one of the key AI areas that attracted investment last year, the research firm noted. "From better purchase recommendations, to smarter customer service that predicts what a consumer is actually trying to do, AI promises to fundamentally transform entire businesses and industries," said Scott Horn, CMO at customer engagement solution provider [24]7.