From customer service chatbots that respond to customer questions and handle multilingual inquiries, to tech that provides hyper-personalized recommendations, automates processes and reduces fraud, AI-augmented tools save human workers precious time by streamlining the shopping experience and handling the “grunt work.” They can also enhance it with instantaneous granular insights into the wants and needs of individual consumers.
While artificial intelligence can operate without humans, augmented intelligence is the collaboration between AI tools and the people who use them.
Simon James, managing director of data science and AI at Publicis Sapient, a global digital transformation consulting company, has seen AI broadly adopted in customer service, both as customer-facing chat style applications and behind the scenes-based assistants for contact center agents.
