AI Articles and Analysis about Customer service

Virtual assistants operating in response to voice or text interactions have steadily gained traction and formed a profitable sector, according to Research and Markets. The market research firm projects that total revenue will hit $15.8 billion in 2021 up from $1.6 billion in 2015. The firm also estimates that total global consumers will reach 1.8 billion by 2021.

Understanding customer feedback gets harder and harder at greater scale and with a greater variety of channels through which customers can provide feedback. Businesses that seek to better grasp the sentiments of their customers might have to sift through thousands of messages in order to get a feel for what customers are saying about their products or services.

AI could play a major role in the way European insurers do business going forward. It may provide insurers new methods for collecting customer data that offer valuable insights insurers can use to attract and maintain customers.

According to research firm Zinnov, India is the fourth largest geography globally in terms of AI talent pool. Zinnov’s research says India is home to more than 200 AI startups that attracted about $200 million+ funding in 2017. A few major companies that are implementing AI include Amazon, AIG, Equifax, Infosys and NVIDIA - all of which we've covered in depth in our recent "AI in India" research.

Episode Summary: Natural language processing (NLP) has become popular in the past two years as more businesses processes implement this technology in different niches. In inviting our guest today, we want to know specifically which industries, businesses or processes NLP could be leveraged to learn from activity logs.

A myriad of customer service channels exist today, such as social media, email, chat services, call centers, and voice mail. There are so many ways that a customer can interact with a business and it is important to take them all into account.

A 2017 Nielsen report titled “Young and Ready to Travel (and Shop)” revealed that the millennial generation travels more than any other generation, including Baby Boomers. The report suggests that, unlike previous generations, the travel industry will need to shift in order to cater to the millennial’s unique preferences and “lack of predictability.”

Episode summary: In this episode of AI in Industry, we speak with Andy Terrel, the Chief Data Scientist at REX - Real Estate Exchange Inc., about how AI is being used in the real estate sector today.