How Customer Experience Is Shaped By Artificial Intelligence

The consumer experience is transforming, and technology is at the center of it all. One company leading the way is health insurance provider Humana. There are a lot of options to focus on with the customer experience, but according to Geeta Wilson, director of customer experience at Humana, the company looks for where it can make the biggest impact first--by using technology to deliver a better experience to the customers. Humana breaks down its interactions with customers into two categories: assisted and unassisted. Assisted service is when a person needs help to answer their question or perform their task.