Gilles Talbot, Sr Principal Business Consultant at Genesys, on Artificial Intelligence.
“As a Customer Service and Customer Experience expert, I have seen Artificial Intelligence grow in the last couple of years, from chatbot hype, to a key technology that can be leveraged to improve customer experience and make life of Customer Service Representatives easier.”, says Gilles.
He believes AI makes our daily life easier: “Just think about how conversational AI helps us accomplish activities of everyday life, like simple thing such as creating a reminder for a task or sending a text message. AI is capable of doing this very easily and we adapt it smoothly.
This biggest concerns or challenges, according to Gilles, are in the fact that AI and machine learning technologies will be “stealing” people’s jobs or trying to replace humans. So people are a bit suspicious about the technology. When it comes to businesses, finding the skilled resources will be complicated
The proof of the smooth adoption of AI in our life is that we take it for granted, because it’s easy. Netflix is already using AI for making its recommendations, no longer users’ ratings.
Gilles Talbot will be one of the experts at the AI 4 Business Summit on the 14th of March in Brussels. He will be talking about “Reshaping Customer Experience thanks to AI“.