Improving the experience with technologyBusinesses are increasingly using machine learning and AI to assist with anything from communication to administration processes. This provides the ability to anticipate what the customer needs, and it also allows more energy to be put into addressing larger problems with automation of the more menial jobs. Allowing customer service agents to address complex, human-centric issues and provide more values-based and higher-level interactions.
The way marketing technology has drastically improved over the last 5 years is also indicative of how many different departments are moving towards eventually adopting AI. It’s no longer a space dominated by tech-heads. The integration of automated yet hyper-personalised marketing capabilities designed to understand behaviours for example, is a huge, unexplored sector.