Can machine learning improve customer service and what does an AI powered customer service experience look like? Does it go beyond chatbots? Will it add or destroy jobs?
Forbes has an interesting look. From the article.
Now, imagine a smart system where you are automatically redirected to a smart agent (or a digital agent) who knows that you are calling in to talk to a customer agent because you were on the website or app looking for answers to a particular question. You even interacted with the chatbot, but your question was not answered. Your calling number and voice can be used to verify your identity to search your record instead of spending the time to look up your information. There are machines behind the scene ingesting, processing and analyzing this interaction in real time and predicting that you are about to call the customer service.