Join this VB Live event for a look at the predictions that came true, the hype that fizzled, and what's next for AI, CX, and chatbot technology. With 2020 right around the corner, it's time to take a good hard look at how you've measured up to your own goals for the year, whether you've kept pace with your competition, and if your own predictions for the year came true. In Forrester's 2018 report on customer service and AI, the company reported that 2019 was about to be the Year of the Human, complete with workers revolting against the robots who were taking over their jobs and consumer backlash against badly done chatbots. A variety of surveys reporting that up to 50% of consumers wanted their live agents back or thought chatbots were the worst seemed to back Forrester's warnings up. Forbes predicted that consumers would be embracing voice assistants wholeheartedly and the chatbots were about to evolve to their next and final, lucrative form.

Thanks to Hollywood, much of what we perceive regarding Artificial Intelligence is rooted in robots taking over the world. And because it is largely misunderstood, many people fear even considering adopting the technology. But ignoring it won't make it go away any more than refusing to use Facebook prevented it from becoming a multi-billion-dollar industry that changed the face of business. AI technology is improving all the time, and while it may be a while before it becomes part of mainstream customer service, it is probably going to change the way we operate. Wouldn't it be better to be prepared and know enough to embrace the technology when it rolls out?