From sci-fi to real life: Revolutionising customer experience with AI-driven ecosystems

Artificial Intelligence (AI) is rapidly creeping into our everyday lives; it is no longer something we associate with solely appearing in sci-fi films. Not only is AI transforming online services, such as Apple Siri voice recognition or Facebook chatbot API for Messenger, but it is also transforming how organisations are using and understanding data to provide customers with personalised experiences. Some companies within the banking, automotive, insurance and telecom industries are already using AI to provide customers with real-life contextual experiences based on data. Swedish retail bank Swedbank has integrated the technology tool Nina, an intelligent virtual assistant, into its customer service strategy. Nina delivers automated customer service via the brand's website in a conversational manner enabling self-service capabilities to Swedbank customers.