Artificial intelligence is becoming good at many “human” jobs – diagnosing disease, translating languages, providing customer service – and it’s improving fast. This is raising reasonable fears that AI will ultimately replace human workers throughout the economy. But that’s not the inevitable, or even most likely, outcome. Never before have digital tools been so responsive to us, nor we to our tools. While AI will radically alter how work gets done and who does it, the technology’s larger impact will be in complementing and augmenting human capabilities, not replacing them.
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Tag: Artificial Intelligence
Will Virtual Customer Assistants dominate Customer Service by 2020?
Gartner has revealed that 25% of customer service and support operations will integrate virtual customer assistant (VCA) or chatbot technology across engagement channels by 2020, up from less than 2% in 2017.
Organisations report a reduction of up to 70% in call, chat and/or email inquiries after implementing a VCA, according to Gartner research. They also report increased customer satisfaction and a 33% saving per voice engagement.
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