Trends Report

Customer Experience Pros: Keep The AI Bandwagon From Getting Off Track

Building Compelling AI-Powered Experiences Requires A Four-Tiered Framework

April 18th, 2017
TJ Keitt, null
TJ Keitt
Rob Koplowitz, null
Rob Koplowitz
With contributors:
Harley Manning , Jennifer Wise , Andrew Hogan , William Willsea , Laura Glazer


Companies are leaping at the chance to infuse their digital experiences with artificial intelligence (AI). Consider that it took less than a year for developers to build more than 30,000 chatbots for Facebook messenger. But the zeal to embrace this new technology can lead businesses to build experiences that customers find useless. That's why customer experience (CX) pros must help their businesses think through how best to build and deploy an intelligent experience. This report provides CX pros a conceptual framework for thinking through what is necessary for an outstanding AI-powered experience.

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