Customers have much higher expectations of the companies they are doing business within a world where everyone has digital services at their fingertips. Over the past several years, Artificial Intelligence (AI) and Machine Learning (ML) have rapidly evolved and so has the acceptance of digital platforms by the consumer. For example – Customer use of UK banking apps has soared by 356% between 2012 and 2017. Now, consumers choose who they bank with based more on the quality of their app than the physical location of their bank.
While AI was a difficult concept for consumers even a few years ago, according to a survey of 1,008 U.S. consumers, 83% said they are OK shopping with a brand or retailer that uses chatbots or other AI capabilities.
So where can businesses putting AI to work to help them deliver better, & why is it more relevant for customer experiences?
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