“Man and machine always get a better answer than man alone or machine alone.” ― Ginni Rometty, CEO, IBM “The robots are coming, the robots are coming!” said my colleague and artificial intelligence expert Kimberly Nevala in a tongue-in-cheek teaser for her new ebook, “Making Sense of AI.” She is right. In fact, in the context of digital transformation and customer experience, artificial intelligence (AI) already has a foot in the door. And that foot is poised to kick the door wide open. IDC predicts that by 2019, 40 percent of digital transformation initiatives will be supported by some sort of cognitive computing or AI effort. Servion predicts that AI will power 95 percent of all customer interactions by 2025, and it will do it so effectively that customers will not be able to “spot the bot.” Gartner says that 85 percent of customer relationships will take place without human interaction by 2020. And Juniper Research predicts that chatbot conversations will be responsible for cost savings of over $8 billion per year by 2022, up from $20 million in 2017. On the flip side, Elon Musk, Bill Gates and the late Stephen Hawking have voiced concerns about the impacts of ungoverned AI on jobs and within society in general. The Future of Customer Experience Is AI: Are You Ready?
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