For most, the idea of AI in customer service is likely to conjure images of chatbots. Or perhaps even those robot baristas taking San Francisco by storm.
For the present-day consumer, choice is anything but an illusion. Consumers today have the world at their fingertips—or keyboards, to be more precise. Gone are the days when someone had no choice but to go to a physical store to get what they needed. Today, they can get deliveries from the Safeway down the road in just a few mouse clicks, a steak dinner for two with just one phone call, and a nice, robust red wine to go with it in just a few taps on their phone. As the options and choices for consumers continue to burgeon, the onus is on companies to step up and differentiate themselves from the field.