How AI will -- and won't -- dominate customer service in 2019

Is artificial intelligence the future of customer service, or is it the jump-the-shark moment that slows our society’s reliance on technology and automation? It’s fair to say that 2018 didn’t make the answer any more evident. In 2019, most businesses will seek a balance between the added efficiency and responsiveness that AI customer service can provide and the human touch that customers still value. There are two significant areas where businesses are finding success with AI in customer service: chatbots and data. Expect to see both areas grow in 2019 as companies look for ways to serve their customers more… [Continue Reading]