In Chapter 14, we introduce the idea of digital self-service (see Exhibit 14-3 and the related discussion). As artificial intelligence (AI) advances, more companies are using AI and intelligent agents to deliver on-demand customer service. You can learn more by reading “8 FAQs About Artificial Intelligence and Customer Service,” (Customer Think, December 17, 2016).
How could a cell phone carrier (like Verizon or Sprint) utilize the technology discussed in this article? How could a bank? Do you think this service is more effective than using real human beings?