Businesses Look to AI to Be More 'Human'

It sounds counterintuitive, but there's a conversation taking place today about how businesses can use artificial intelligence to bring more human emotion and connection to customer service. In the past, people had to actually go to a store to buy a book, some jeans, or a potato. Sometimes these human lifeforms even forged personal relationships. But today, consumers frequently buy products and access other customer service through various online channels. That removes the human element – either completely (in the case of basic chatbots or other self-service mediums) or partially (because live agents are on script and remote).