AI: A Help and a Hindrance to Customer Service

Artificial Intelligence (AI) is, I think, the 2017 equivalent of Y2K – everybody is talking about it and most of it is hype and inaccurate!  Without a doubt AI is here to stay and, in many instances, it will be a force for good, often performing dull and repetitive tasks faster and more accurately than any human equivalent. According to PWC: AI startups have raised more than US$2 billion in venture capital funding this year. This is clearly seen as one of the more promising technologies, with a bright future. I know that much of what is written about AI capability.

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