Teaching the machine to serve our customers

In recent years the customer experience landscape has seen the emergence of chatbots, virtual digital assistants, and AI. By automating repetitive tasks these tools have saved costs, allowing humans to focus on more complex issues. The long term impact of AI and machine learning applications, however, is potentially tremendous and far reaching. Machine learning refers to the ability of information systems or computer programs to learn and improve from experience, without being programmed. Essentially, the machine interprets existing data using algorithms allowing the computer program or information system to find hidden insights without being explicitly programed where to look.