Want to Step Up Your Customer Service? Bring in AI

Today's customer service is ill equipped to handle the toughest interactions--ones that happen quickly, are often emotional, and carry very high stakes for your company. Enter artificial intelligence, a technology that, oddly enough, promises to personalize those interactions more than a human alone ever could. You and your colleague are flying from London to San Francisco and miss your connection in New York. You both need to rebook, and you get to the counter at JFK at the same time but there's only one seat left. Whoever doesn't get the seat will remember that interaction for a long time, so the airline had better make the right call, based on sound business logic. Yet as things now stand, that decision more often than not rests in the hands of a front-line employee who has about 15 seconds to make the call, with very little visibility into which passenger is the more loyal, valuable customer.