Shifting Left: Harnessing AI to Deliver a Consistent, Engaging Customer Experience (2018)

By Bradley May, Accenture

Artificial intelligence and automation are coming to the foreground. As machine learning advances, artificial intelligence (AI) will continue to build an influence over all parts of the business and the customer experience. By 2021, nearly one in six customer service interactions globally will be handled by artificial intelligence. And, improved AI technologies will automate parts or all of up to 40 percent of customer service needs by 2019.1 Indeed AI is a powerful tool at communications services providers (CSPs) disposal that can be deployed to differentiate service delivery.

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