This report, AI 2020: The Future of Customer Experience, provides an in-depth look at the trends, investments, and challenges related to artificial intelligence in the customer experience (CX) industry. The report highlights the increasing use of chatbots in customer service and the potential for human-to-non-human interactions in the future. Despite the challenges of implementing AI, 87% of CX practitioners are excited about its impact on the industry. The report also provides insights on how to gain the most value from AI strategies and offers practical advice for those looking to prepare for a future that embraces AI technologies.
