“Organizations should be clear whether it’s a computer or a real person that we are interacting with. Otherwise there's no trust if you think you were speaking to a real person the whole time or, if you found out later, then you feel foolish.”

“It is somewhat ironic that natural language processing and machine learning provides organizations with the opportunity to build deeper, more human relationships with their customers. By focusing their AI implementations to reimagine, streamline and simplify customer interactions, organizations can boost customer spend and loyalty. To see the biggest bottom-line boost, firms need to make both artificial intelligence and customer experience a strategic priority.”