AI And Chatbots Are Transforming The Customer Experience

Artificial Intelligence (AI) is dramatically changing business, and chatbots, fueled by AI, are becoming a viable customer service channel. The best ones deliver a customer experience (CX) in which customers cannot tell if they are communicating with a human or a computer. AI has come a long way in recognizing the content – and context – of customers' requests and questions. Typically, customer service chatbots answer questions based on key words. The most basic systems are actually document retrieval systems.