Points of View

CX leaders have a massive opportunity to impact digital business strategies by mastering AI

May 9, 2018 Melissa O'Brien

Customer Service leaders who think artificial intelligence (AI) stops at chatbots are cutting their careers very short. Too many people think that AI for customer service is limited to robotic chat screens and monotonic IVR scripts taking over from human customer service reps. However, with digital business strategies dominating the corporate agenda, the customer service function finds itself core to the success or failure of making these digital customer channels work, and emerging AI technologies are the crucial ingredient to digitizing the customer experience.

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