AI Vs. Humans: The Role of Artificial Intelligence in Customer Experience

By Ron Welty, Founder & Chief Client Officer From touchscreen checkouts to customer service chatbots, artificial intelligence (AI) has increasingly become a part of the customer experience. Nearly two-thirds of businesses are now deploying AI in their business processes, with 85 percent of customer interactions predicted to be managed without a human by 2020. However, despite the fear that the “robots are taking over,” savvy brands understand that it’s...

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