The Role Of Artificial Intelligence And Machine Learning In Driving Customer Experience

“The biggest question to ask before adopting this technology is: Do we have the data required to successfully implement an AI and ML strategy? Accurate, complete, timely and robust data can be critical for successfully training AI tools to perform tasks and to leverage ML.

As AI and ML capabilities evolve, there are a few foundational items to consider acting on:

• Getting the freshest, most complete and most accurate customer data

• Integrating AI and ML into the customer journey processes rather than treating them as a separate function

• Training people not only to deploy but to understand how best to utilize AI and ML”

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