Can AI Change The Future Of Customer Interactions? - AI Summary

"AI tools will be shaping the future of customer service -- this seems to be the way the world is heading, with technology becoming more and more integrated into business tactics," said Sourabh Gupta, co-founder and CEO of Skit.ai. Nirmal emphasized that this technology is ultimately designed for a person trying to access information, solve a problem, pay a bill or schedule an appointment. Virgil Wong, chief digital officer at HGS, told CMSWire AI customers want well-designed chatbot interactions -- especially ones that can offer quick solutions to problems. He also added that "sentiment analysis is critical to determining the next best action, getting the correct answer fast, detecting fraud or compliance issues and summarizing interactions for follow-ups and reporting." According to Wong, some of the biggest issues brands come up against with this technology include strategic considerations, such as how much to invest, along with technical concerns, like bugs and program errors.