The idea that artificial intelligence (AI) and machine learning (ML) will become key enablers for leveraging the huge volumes of data that organisations now hold on their customers is not a new one.
In time, many believe that these technologies will form the basis for managing all customer relationships and for enhancing customer value. For example, Gartner predicts that more than 85 per cent of all customer interactions will be managed without human involvement by 2020. Will Gartner´s prediction be right? Nevertheless, it’s a question of ‘when’, not ‘if’.