How artificial intelligence is taking customer experience to new frontiers

Have you ever thought about what the future holds in a rapidly changing environment? Self-driven cars come to mind, automatically curated Netflix queues, and an intelligent home that auto sets the temperature to suit your preferences, are some obvious shifts in store. With the perpetrator of this novel trend being artificial intelligence, it is no secret then that AI will impact us in myriad ways as technology progresses even further. A study by research firm Gartner recently found that over 55% of forward-looking organisations today are already investing in AI to complement their growth or have plans to invest in it by 2020. This is a clear indication of the importance of this phenomenon, one that is bound to impact decision making for businesses as we go forward. By looking at prevalent trends that are driving growth in the customer experience segment, one can identify topical innovations and where they are bound to be powered by AI. Look at popular consumer brands like Uber, Airbnb, Amazon, and Dropbox. They manage to support a growing list of customers which is in the millions—each day, each hour and every minute, successfully and seamlessly. It is virtually impossible to staff enough people to…


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