Communications software giant Amdocs recently launched their Smartbot, a machine learning-based bot that enables digital service providers to provide customer care, sales and marketing engagements and deliver highly personalized, self-service interactions with customers that are simple, quick and … Read More

As a result, millennials are extremely receptive to a new breed of automated customer service applications that AI is making possible. (These are vastly superior to the rudimentary “chatbots” that some companies used in the early days of the Web.) With advances in the AI field known as Natural … Read …

This will also free up staff from getting lost in functional roles to instead focus all their energy on improving crucial areas such as customer service. However, to truly succeed, you can't just replace human minds with AI; digital transformation must still be fuelled by human creativity. Consumers still want …

Elisabeth Olafsdottir, Senior PMM Data Platform for Microsoft, offers further insights into the transformative potential of Artificial Intelligence in manufacturing in this video, where he discusses the impact AI will have on industrial workers, and how AI will redefine the customer experience offered by … Read More

“As more customers engage on digital channels, VCAs are being implemented for handling customer requests on websites, mobile apps, consumer messaging apps and social networks,” said Gene Alvarez, Managing Vice President of Gartner, speaking at the Gartner Customer Experience Summit held … Read More

Peter Muggleston, Foodstuffs North Island chief information officer, told CIO that introducing AI to brick and mortar shopping can have a range of benefits — it's not just fan service for tech-obsessed shoppers. Certainly, customer experience is a big part of it, said Muggleston. Tech like this removes the … Read …

The aim is to tap into the market for Intelligent Virtual Assistants (IVAs), which is expected to grow from $750m (£538m) to nearly $12.3bn (£8.8bn) by 2024. Speech Graphics says its technology will bring the emotional connection currently lacking in customer service driven by artificial intelligence (AI) … Read More

AI is also beginning to appear in systems designed for corporate functions such as customer service, HR, sales and IT. … Forward-thinking companies consider workplace AI as part of their digital transformation strategies and see it as integral to their efforts to improve the employee experience. They are … Read More

“AI, machine learning and voice-enabled commerce are quickly becoming a pervasive part of the e-commerce landscape, and retailers need to adapt to how they are impacting the customer experience to remain competitive,” said Lori Hawthorne, Senior Analyst and Divisional Director for eTail. “We're … Read More

Many companies are using this data to power customer–experience strategies. About two-thirds of CxOs reported organizations should prioritize customer experience over products. Artificial intelligence (AI) is one area where 43% of incumbent companies are investing to meet their goals, compared to … Read More