How is Machine Learning Being Used in Customer Service?

Machine learning in customer service is used to provide a higher level of convenience for customers and efficiency for support agents. Support-focused tools enabled with machine learning are growing in popularity thanks to their increasing ease-of-use and successful applications across a variety of industries. Gartner predicts that by 2021, 15 percent of customer service interactions will be handled completely by artificial intelligence. Despite it's growing popularity, there's still a lot of confusion concerning how artificial intelligence, and more specifically machine learning, fits within our current understanding of customer service. So let's clear some of that up.