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Artificial intelligence in customer experience is the use and development of artificial intelligence (AI) to aid and improve customer experience (sometimes abbreviated to CX AI). [ 1 ] [ 2 ] Chatbots are often seen as the first step in the development of AI within the industry, but more tailored offerings are slowly becoming available.
Klarna’s ChatGPT-inspired bot is now handling two-thirds of Klarna’s customer service chats, and the company thinks it will drive a $40 million improvement in profit this year.
There are six areas of the social media marketing that are being impacted by AI: content creation, consumer intelligence, customer service, influencer marketing, content optimization, and competitive intelligence. [21] One tool, Twizoo, uses AI to gather reviews from social networking sites about restaurants to help users find a place to eat.
Also, companies in various industries often incorporate some kind of virtual assistant technology into their customer service or support. [ 3 ] Into the 2020s, the emergence of artificial intelligence based chatbots , such as ChatGPT , has brought increased capability and interest to the field of virtual assistant products and services.
Artificial intelligence (AI), in its broadest sense, is intelligence exhibited by machines, particularly computer systems.It is a field of research in computer science that develops and studies methods and software that enable machines to perceive their environment and use learning and intelligence to take actions that maximize their chances of achieving defined goals. [1]
A chatbot (originally chatterbot) [1] is a software application or web interface designed to have textual or spoken conversations. [2] [3] [4] Modern chatbots are typically online and use generative artificial intelligence systems that are capable of maintaining a conversation with a user in natural language and simulating the way a human would behave as a conversational partner.