Real-world applications: How service organizations are using AI and ML

- How is the golden age of artificial intelligence … and machine learning starting to change customer service? … What examples of AI and ML are you seeing … in your organization, or as a customer yourself? … As an industry, we're in the very early days … of applying these technologies, things are moving quickly. … And yet even though it's early, … we have quite a few examples of ML and AI … improving efficiency and the customer experience. … The easiest way we can take advantage of these technologies … is by purchasing and deploying tools that embed them. … When we buy a commercial off-the-shelf product, … we outsource the science part of the project to the vendor. … We may still have real work to do, collecting data, … training the system, customizing it to our needs, … but we don't to invent anything. … So our risk is reduced along with the required investment … and the need for specialized staffing. … In many cases, however, … a commercial tool hasn't been invented yet, … or it has been but it's not mature enough …