Donald Brown, CEO, Interactive Intelligence

Author Archives: Donald Brown, CEO, Interactive Intelligence

How AI is improving consumer engagement and customer experience

This vendor-written tech primer has been edited by Network World to eliminate product promotion, but readers should note it will likely favor the submitter’s approach.

Artificial intelligence (AI) – when computers behave like humans – is no longer science fiction. Machines are getting smarter and companies across the globe are beginning to realize how they can leverage AI to improve consumer engagement and customer experience.

Gartner research indicates that in a few years 89% percent of businesses will compete mainly on customer experience. Within five years consumers will manage 85% of their relationships with an enterprise without interacting with a human – moving to the “DIY” customer service concept.

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