How AI is changing the customer experience

  • “By 2022, customer service will remain the leading area of AI use in companies (say 73% of respondents), followed by sales and marketing (59%), a part of the business that just a third of surveyed executives had tapped into as of 2019.
  • ‘I think the next big wave is that notion of a digital profile where you and I can control what we do and don’t want to share—I would be willing to share a little bit more if I got a much better experience.’”

https://www.google.com/amp/s/www.technologyreview.com/2020/04/28/1000675/how-ai-is-changing-the-customer-experience/amp/

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