Machine Learning: A New Potential in Customer Service

It's a type of artificial intelligence that allows computers to learn new data and apply it to a service, all without being explicitly programmed to do so. There are a few obvious examples, like chatting with Amazon's Alexa in your living room or Siri on your iPhone. Machine learning can also be more subtle, like when Google suggests a new route after sneakily cross-referencing your common destinations with a daily traffic report. Similar conveniences have made their way into customer service via machine learning. The difference is that while the aforementioned machine learning examples learn and adapt to your daily routines, AI tools for customer service focus more on the customer's journey and the workflows of support staffs.