Introducing AI Into the Customer Experience #DXChat

PHOTO:
Jon Tyson

With pressure on businesses to differentiate on the basis of the experiences they offer their customers, the option to use artificial intelligence (AI) to improve experiences seems obvious. With AI, businesses can automate back end processes, parse through the huge quantities of data to pinpoint insights and lighten the load of customer support.

But as some well-publicized AI failures have proven, successfully implementing AI — as with any technology — requires a well thought out plan, strategy and alignment with business objectives. In a recent Tweet Jam, we discussed the ins and outs of successful AI implementation in the…

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