Artificial intelligence and intelligent technologies are a key driver of digital transformation and are demonstrating significant ability to improve customer and employee experiences.

Artificial intelligence and intelligent technologies describe a collection of technologies that can be used to perform tasks normally requiring intelligence, such as visual perception, speech recognition, or decision making. These include technologies such as analytics, workflow, automation, algorithms, machine learning, and natural language processing.

In order to drive customer service innovation, companies should consider the following three strategic uses of intelligent technologies:

1. Deliver engaging, personalized experiences that increase customer satisfaction
2. Increase the efficiency and effectiveness of issue resolution
3. Continuously improve and optimize service processes