Artificial Intelligence and the Role of the Salesperson

There was a bit of a to-do back in 2013 as the press speculated on the potential for robotics, powered by artificial intelligence (“AI”), to replace human salespeople. Three years down the line, are robots any closer to performing customer service and sales tasks? Developing better AI for customer service AI expert Dmitry Askenov, founder of DigitalGenius (formerly London Brand Management), was interviewed by The Telegraph in 2013 to discuss the state of the art. DigitalGenius provides AI to large organisations including BMW, Unilever and the NHS that answers queries sent in by customers and end users. Customer emails and texts sent to the AI service receive a workable answer five seconds later, obviating wait times and bottlenecks; the system doesn’t mind how many queries come in at once. Backed…

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