How AI is changing the customer experience

AI is rapidly transforming the way that companies interact with their customers. MIT Technology Review Insights' survey of 1,004 business leaders, "The global AI agenda," found that customer service is the most active department for AI deployment today. By 2022, it will remain the leading area of AI use in companies (say 73% of respondents), followed by sales and marketing (59%), a part of the business that just a third of surveyed executives had tapped into as of 2019. In recent years, companies have invested in customer service AI primarily to improve efficiency, by decreasing call processing and complaint resolution times. Organizations known as leaders in the customer experience field have also looked toward AI to increase intimacy--to bring a deeper level of customer understanding, drive customization, and create personalized journeys.