8 FAQs About AI and Customer Experience – Tara Wildt – Medium

Artificial Intelligence (AI) is an important and evolving concept that is having significant impact within the Customer Experience industry -- and it's a topic that is being talked about on a seemingly daily basis at this point. But is AI really ready for prime time in customer care? I sat down with Michael Johnston, Director of Research and Innovation at Interactions, to get answers to some questions that are frequently asked about AI and Machine Learning as they apply to customer care. Artificial Intelligence refers to the capability of a machine to imitate intelligent human behavior. Put another way, AI technologies are algorithms that attempt to mimic things that humans do.