Looking at the Intersection of Customer Experience Automation and Human Workers

Human engagement matters more than ever to consumers, who want intuitive experiences that reduce friction across all touchpoints of their customer experience. At the same time, businesses are looking to automated engagement tools to drive efficiencies and improve the customer experience in a way that still feels personal and connected. Technologies such as artificial intelligence (AI) and machine learning (ML), for example, offer the kind of intelligence that amplifies the creative work of expert human designers and merchandisers to instantly predict intent, freeing up time for creativity and amplifying human efforts. These technologies can quickly crunch a lot of data on past and present actions to get to the intent of the shopper as they search. Correlating shopping history, demographics, and personal preferences all lead to a better result, and a prediction on the next intended action.