The past, present and future of AI in customer experience

You can credit IBM's Watson for creating a platform for artificial intelligence integration into a multitude of business and customer-facing applications. You can thank Facebook for all the buzz about chatbots and the gold rush of developers and venture capital creating an onslaught of bot companies. However, the truth is we are only just starting to realise the potential of artificial intelligence and one of the most promising applications for AI to make a more than welcome impact is in customer experience. It can be debated that for all of the good technology has offered businesses over the last several decades, it has also comprised key elements of the customer experience. Call centres, websites, email, apps, et al, have allowed companies to scale and automate customer engagement while also introducing process efficiencies and cost management systems.