The Intelligence Experience: Transforming Customer Interactions Through AI

Presented by

Tony Lorentzen, SVP & GM at Nuance. Viren Shah, Chief Digital Officer, GE Appliances. Neelima Sharma, SVP, Lowe's.

About this talk

Digital innovations power every facet of our lives. Technology has transformed the work experience for many and offers a new level of convenience to their clients and customers. As everyday functions from banking to health care move online, customers demand more of the businesses they interact with. Innovating their customer experience is no longer a unique selling point; it’s a necessity in a competitive environment that offers customers so much choice. In retail, omnichannel commerce is rising to the disruptive advancement of e-commerce by integrating online and retail channels. Similarly, financial institutions are catering to growing demands to have constant access to banking with digital services. Artificial intelligence has the potential to be the bridge between customers and businesses with its ability to learn and better understand consumer patterns through data-driven insights. That in turn allows businesses to personalize not just relevant goods and services to their customers, but also reduce time-consuming interactions that stand in the way of a seamless experience. How can the benefits of artificial intelligence be balanced with the cost of implementation, the challenge of retraining and supporting the workforce, and privacy considerations?

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