Machine Learning in Customer Experience

THE URGENCY OF MACHINE LEARNING IN THE CUSTOMER EXPERIENCE

4 Things To Do Now

THE EXPERTS HAVE DISCUSSED, assessed, and pontificated the rise of Artificial Intelligence (AI) and Machine Learning (ML) for years already. The pros, cons, risks, expense, and the dreaded C-H-A-N-G-E. As it turns out, the time for thinking about it has come and gone - the time to act is here. But there are some critical clarifications that must be pointed out before anyone does anything.

First and foremost, the goal of AI is to create computing platforms that can mimic human intelligence to complete tasks. Clearly, this is not yet possible. What most people mean when they talk about AI is actually ML. ML gives systems the ability to learn and improve with each experience. ML accomplishes tasks by processing large amounts of data, recognizing patterns, and adjusting the response. When it comes to customer experience, ML is the muscle that makes smart bots smart.

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