Business organisations have been collecting customer data since time immemorial; whether on clay tablets, papyrus and subsequently paper. With the advent of computerisation most business organisations found themselves maintaining electronic systems designed and built to store and accumulate ever-growing amounts of raw customer data. Due to the way computer applications were then designed, it was not always easy to aggregate different systems, and the data they respectively stored, in an attempt to construct a single, unified, view of the customer.

If there is one thing that the rise of AI makes even more important is the human’s role in the conversation. As users get used to AI-driven support, the human element is critical when things turn sour. This frustration may, in future, become commonplace and reflect the greatest limitation chatbots have: a lack of empathy and an inherent lack of understanding. Companies should augment their customer support operation with chatbots to free up human customer support agents for more delicate and complex issues.

All big businesses are shifting their focus to Artificial Intelligence (AI) now more than ever. For the people in decision-making capacities in a company, it is important first to know whether AI is their need of the hour. Almost every leap in technology these days is classified as AI. But not all technology is AI, and not all organizations are in need of implementing AI. An organization may be efficiently run by concentrating on automation while another organization may be benefiting from machine learning.

Communication nowadays is an essential part of our daily lives, be it for personal or professional purposes. It has never been easier to get a message across to someone in mere seconds, especially with the advent of smartphones in the new millennium’s early years.