How AI and messaging are redefining customer service

The past few months were full of exciting announcements around two key topics: artificial intelligence and mobile messaging. Both have made significant leaps in progress, and together will make a very exciting year ahead for businesses. This year, Google announced Click-to-Message; Amazon released the Lex bot building toolkit; and mobile messaging platforms like Facebook Messenger and WhatsApp surpassed 1 billion monthly active users. To keep up with the massive growth of these messaging channels companies are scrambling to develop both an AI strategy and a messaging strategy. However, 2017 will show that both strategies are extremely intertwined.