AI has enormous potential when it comes to improving the customer journey. From product recommendations to chatbots that can answer questions, to organising delivery slots, AI can do a lot to impress and delight customers. But it also comes with the risk of being ‘creepy’ – no one wants to be followed around the web by personalised ads or feel like their smartphone is listening to their conversations. In this session, we’ll be looking at AI’s potential for improving the customer journey:

 

• Innovative examples of AI in the customer journey

• How to avoid making customers uncomfortable

• Beyond basic machine learning pattern matching