Book Description Technological breakthroughs relating to artificial intelligence has redefined business operations worldwide. For example, the ways in which data is captured, processed, and utilized to optimize customer interactions has grown by leaps and bounds. The change is redefining the structural dynamics of business strategy, economic theory, and management concepts. Leading technology companies around the world have expanded their research in artificial intelligence. With IBM's launch of Watson, a new cognitive era has started.

I spoke with Michael Johnston, Lead Inventive Scientist at Interactions, about frequently asked questions about AI and Machine Learning as they apply to customer care. How do you define Artificial Intelligence and Machine Learning? Artificial Intelligence refers to the capability of a machine to imitate intelligent human behavior. Put another way, AI technologies are algorithms that attempt to mimic things that humans do. Machine Learning, on the other hand, is the science and engineering of giving computers the ability to learn without being explicitly programmed -- algorithms that learn from data.

Artificial Intelligence (AI) is an important and evolving concept that is having significant impact within the Customer Experience industry -- and it's a topic that is being talked about on a seemingly daily basis at this point. But is AI really ready for primetime in customer care? I spoke with Michael Johnston, Lead Inventive Scientist at Interactions, about frequently asked questions about AI and Machine Learning as they apply to customer care. Artificial Intelligence refers to the capability of a machine to imitate intelligent human behavior. Put another way, AI technologies are algorithms that attempt to mimic things that humans do.

Artificial Intelligence (AI) is an important and evolving concept that is having significant impact within the Customer Experience industry -- and it's a topic that is being talked about on a seemingly daily basis at this point. But is AI really ready for primetime in customer care? I spoke with Michael Johnston, Lead Inventive Scientist at Interactions, about frequently asked questions about AI and Machine Learning as they apply to customer care. How do you define Artificial Intelligence and Machine Learning? Artificial Intelligence refers to the capability of a machine to imitate intelligent human behavior.

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