One of the central parts of any business is customer service, and more and more companies are taking steps to bring a customer’s experience into the future. Inroads in the field of artificial intelligence are helping companies and consumers build better relationships while offering and receiving better service. In reality, however, only 50% of people who interacted with AI in the past year were even aware of it. This number is low, especially considering that 84% of people used AI in the last year. It only goes to show that AI and all the forms it takes are becoming more organic, more professionally respected, and more human-like.
AI goes beyond just your work email’s spam filter, trusty SIRI, and Alexa getting the house in order. AI comprises not the robot doing these things, but the computer within the robot―its ‘brain’. This mechanical brain can learn and adapt like a human through what are called machine learning and deep learning. Through these systems of learning, AI can improve their ability to complete a desired task with each attempt and form pathways in the ‘brain’ called neural networks which can multitask, prioritize, and determine probable outcomes.
By doing this, AI create actionable intelligence, which is a major aid in organizational strategy. Actionable intelligence can help a company guide business decisions, predict industry trends, and look at external economic and technological influence.
The progress in AI is frightening to some. A considerable number of people fear that robots will take jobs and even seek to dominate humanity. For now it is important to focus on how AI is helpful in the running of a business, and how it can learn and predict human behavior in a customer service scenario.
Learn more about the role of AI in customer experiences with the infographic below, provided by CallMiner.
Infographic Image Source: CallMiner
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Author: Brian Wallace