November 13, 2017 – Artificial intelligence (AI) is on the rise. According to figures from Forrester, a fifth of companies will use AI to make decisions and to roll out new forms of customer service based on automated communication in the coming year.

That is what Forrester states in the new report “Predictions 2018: Blended AI Will Disrupt Your Customer Service And Sales Strategy.In it, the market researcher predicts that AI will mainly be used for image recognition and recognizing emotions on faces. In addition, Forrester foresees that AI will cause a shift from email to chatbots in communication with customers. The analysts point out that companies such as Nike, Apple, Uber, Toys 'R' Us and Target have already shut down the email channel. The analysts predict that the satisfaction of both employees and customers will decrease in the near future, because chatbots still do not provide sufficient quality.

For the time being, says Forrester, companies will mainly use AI in a blended form, meaning that AI is used to strengthen sales and customer service functions. According to Forrester, companies expect this to reduce their call volumes by more than 50% over the next two years. (Source: Marketing Dive)

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