Satyakam Mohanty

Why is AI powered customer engagement a must now?

  In 2017, Aeromexico launched a customized AI system, a neural network that was built on the foundation of machine learning. At the Facebook’s F8 Global Conference, the company announced that it went from zero to 96% automation of its customer service function and that its AI-powered platform, which learns as it goes by scanning and analyzing previous customer service transcripts, reduced the average customer service resolution time from an average of 16 minutes to just 2 minutes.   I cited the above example to highlight just how important AI has become for customer engagement. The sheer volume of fragmented consumer data that is generated these days often erodes the… Read More

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