Content Hub

Chat Bots and Artificial Intelligence

Chatbots have changed the face of customer experience and CX analytics for ever, streamlining processes and reducing costs. Reports suggest that by 2020 over 90 per cent of businesses will use one. 

On the role of artificial intelligence (AI) and machine learning in the CX of the future Thomas Reby, Senior Strategy Manager at Google and recent CX Network LIVE speaker  says: “I believe a lot of service interaction will become human to non-human in the years to come,”

 A step-change in the CX landscape is beginning to emerge where organisations are beginning to plan, implement and deploy artificial intelligence to achieve a solution similar to Reby’s statement.

87 per cent of CX practitioners surveyed in our recent research are ‘excited’ about the impact AI is having on the industry.

On this page we have gathered our most popular content¸ and those of our event partners, on chatbots and AI.


Stay-in-the-loop: Sign up to our newsletter for the latest trends and strategies in customer experience here