From the course: Customer Service Using AI and Machine Learning (2020)
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Real-world applications: How service organizations are using AI and ML
From the course: Customer Service Using AI and Machine Learning (2020)
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…
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