When you think of artificial intelligence, you might imagine a world where robots and computers run the show. But looking at how AI is used in today's world, from voice-activated assistants to virtual assistants answering phones, you will recognize how this technology is improving our lives. Here is a deeper dive into artificial intelligence and the companies leading the way right now. Artificial intelligence is the concept of teaching a computer to think and act independently. That includes rational speech, complex problem-solving, speech recognition, decision making, and initiating actions.

Today, customers are at the heart of digitization. Smart companies are using artificial intelligence to better understand their customers, build engagement and offer a hyper-personalized experience. The smart speaker market is forecast to grow at a CAGR of 48% between 2016 and 2020.[1] And our research of over 10,000 consumers shows that more than two-thirds of consumers (69%) consumers are satisfied with their AI-enabled interactions. As Figure 1 shows, the top three attributes they prize are: first, greater control; second, 24/7 availability; and third, faster resolution.

These front runners differ in many ways; they discuss a set of key practices they should follow to differentiate themselves while building a customer experience strategy for an AI-driven environment. They aim for a holistic approach to deploying AI in customer experience. So how should organisations augment their customer experience processes for an AI world? Front runners keep their consumers at the centre of their AI initiatives, as opposed to other organisations more focused on factors such as cost and ROI. They are also more likely to focus on the impact on the customer experience and the applications consumers prefer.

Defined as "the science and engineering of making intelligent machines, especially intelligent computer programmes" by the late John McCarthy--one of the founding fathers of the discipline--Artificial Intelligence, or AI, has subtly made inroads into the daily lives of Indian citizens in the form of app-based cab aggregators and digital assistants on smartphones. However, public policy in India has not been able to take much advantage of AI applications, suggests a report published jointly by the Associated Chambers of Commerce and Industry of India (Assocham) and consulting firm PwC. The report titled Artificial Intelligence and Robotics–2017 believes that national initiatives like Make in India, Skill India and Digital India could immensely benefit from AI technologies. Alternatively, early public sector interest in AI could trigger a spurt of activity in the AI field in India. AI, for instance, can be applied to Prime Minister Narendra Modi's initiatives such as the Digital India initiative, Skill India and Make in India; in large-scale public endeavours ranging from crop insurance schemes, tax fraud detection, and detecting subsidy leakage, and to helping hone the country's defence strategy.