Better customer experience with intelligent self-service

Earlier this year, I predicted 2015 will be the year artificial intelligence enters the conversation for customer service. Two months into the year, we already see this becoming a reality for businesses today. For instance, Deloitte Consulting has recently shared best practices on how to evaluate what artificial intelligence can do for your business, including how cognitive technologies can help generate insights that can reduce costs, improve efficiency or enhance customer service. At the same time, brand experts are writing about how robots are improving customer service and creating new branding channels for organizations. Finally, just last week, my colleague wrote about how artificial intelligence can actually bring the humanity back to customer service – creating a more engaging and personal customer experience that customers will actually love.