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Jul 2018 - IDC Perspective - Doc # US44025818

Innovation Accelerators in Customer Experience: Artificial Intelligence

Authors: Alan Webber, David Schubmehl

Abstract

This IDC Perspective is one of a series of documents that looks at the impact of innovation accelerator technologies like AI on the customer experience.

"Artificial Intelligence is a key technology in improving the engagement with a customer and in the experience a customer receives from a company," says Alan Webber, research director for the Digital Customer Experience at IDC. "AI is still a relatively nascent technology within the customer experience journey, but it is already having a significant impact from powering chatbots to supporting sales efforts to driving analytics and analysis to better understand the customer. We expect increased adoption of AI by organizations to continue to specifically address customer experience issues as more and more CX-specific AI solutions are created."

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