We are entering a new era of commerce fueled by younger consumers, mobile devices and high demand for more personalized shopping experiences. Millennials are now the largest generation in the U.S. workforce, and their income and buying power are rising. This generation, along with the next tide of digital natives, is putting pressure on enterprises to deliver customer service with the usability and simplicity of consumer apps, and without the inconvenience of phone calls. Companies are investing in artificial intelligence (AI) technology that can provide these experiences through bots, thus ensuring that customers get what they need — when, how and where they like.
