Artificial Intelligence for Customer Experience: What Lies Beyond Chatbots - Nearshore Americas

With all the buzz surrounding artificial intelligence (AI) lately, it has become something you need to have. After all, everyone else seems to have it and you don't want to be left behind, right? Well, I intend to shed some light on what AI really means, why it's here and its different applications for improving customer experience, besides the traditional and well-known virtual agent (or chatbot, chatterbot, virtual assistant, etc.). These days, everything I see or read about enhancing customer engagement through AI is about virtual agents, so I decided to write my own analysis on the topic and further examine what AI really means in our region. As it is the case with so many other buzzwords in the contact center industry (e.g.: digital transformation and omnichannel), and in spite of its many virtues, AI is still poorly understood by most businesses.