The Role Artificial Intelligence in Improving Customer Experience

CustomerThink – We have all heard or read a lot about artificial intelligence. It is a controversial topic with many fearing that it may result in unemployment for humans. However, the big question is, what is artificial intelligence and what does it entail? Artificial intelligence (AI) is in other terms known as machine intelligence. This intelligence is demonstrated by machines which are programmed to perform tasks that humans would otherwise undertake.

The artificial intelligence history can be traced back to 1956 when it was first introduced as an academic discipline. Over the years, artificial intelligence research has been facing some drawbacks which relate to knowledge, reasoning, perception, and the use of natural language. During my research, I came across companies that are considered the biggest players in AI technology. These companies include Amazon, AlBrain, Anki, Banjo, Apple, CloudsMinds, Facebook, and Google.

However, one major thing I realized is that this technology is starting to replace humans in the business world. According to experts, AI has the potential to boost the economy but also bring a negative effect to humans in the job market. Companies have started relying on this technology when it comes to customer satisfaction, as we will discuss below.

In a recent study conducted by BRP Consulting, it was discovered that in the next three years, there will be a 45% increase in the use of AI by retailers. It is expected that retailers will use the technology to improve customer experience.

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