Artificial intelligence (AI) involves the development of computer systems capable of performing tasks that typically require human intelligence. This includes understanding language, recognising patterns, making decisions and even learning from past experiences. In customer experience, AI powers chatbots, voicebots and analytics platforms that handle routine queries, flag potential issues and provide predictive insights. With continuous innovation, AI solutions have become more intuitive, automating mundane processes and enabling more personalised interactions. While AI holds vast potential, businesses must address ethical concerns, meet data privacy regulations and ensure transparency. When implemented responsibly, AI transforms the way organisations serve customers, boosting efficiency and satisfaction.
