How AI is Shaping the Future of Customer Experience

For instance, chatbots powered by AI are able to field and answer questions from customers on a variety of subjects, from generating recommendations on gift purchases to locating the nearest Chinese restaurant. As with other forms of automation, some have questioned whether AI will replace customer service reps and people in other types of customer-facing roles. But just as customers have increased their use of digital channels, agents aren't being replaced but instead are relied upon and trained to handle more complex interactions when customers want human assistance. We've only begun to scratch the surface for applying AI and machine learning to the customer experience. Self-driving cars that are powered by AI are moving closer to reality.