Fisher & Paykel looks to AI for customer experience ZDNet

Artificial intelligence (AI) is the future for improving customer experience, according to home appliances manufacturer Fisher & Paykel. As a result, the New Zealand-based company is following up its cloud computing overhaul by looking into implementing both AI and self-learning systems to personalise some of its customer touch points, Rudi Khoury, former GM of customer experience and current GM of global sales at Fisher & Paykel, told ZDNet. "We're seeing automatic chatbots through Facebook coming up, AI live agents that are able to respond to 80 percent of enquiries without needing a human. I can see that really taking off in the next five years for sure," Khoury said. Fisher & Paykel has already improved its customer experience by overhauling its IT systems and moving them to the cloud, according to Khoury.