Real-Time Customer Service Will Soon Be the Rule - RTInsights

Businesses are ramping up their use of virtual assistants – or "conversational user interfaces" -- for customer interactions. I just heard that Gartner is now predicting that by 2020, many of us will be interacting with AI-powered customer assistants than we do with our spouses. While this may be a disturbing prospect for many, it leaves no doubt that organizations are now engaged in an arms race in adopting artificial intelligence to interact with massive numbers of customers. Businesses are ramping up their use of virtual assistants – or "conversational user interfaces" -- for customer interactions, adding capabilities for increasingly sophisticated questions. Josiah Motley, writing in The Next Web, also observes that while Gartner's estimate puts the degree of AI-driven customer chats at 85% within three years, this doesn't consider the range of behind-the-scenes jobs.