Artificial intelligence (AI)

Definition

Artificial intelligence (AI) is the simulation of human cognition, like visual perception, speech and face recognition, translating, decision-making and problem-solving, by computer systems.

Through learning and natural language processing (NLP) technologies, computers are trained or “taught” to perform designated tasks by processing large amounts of data and find structures and regularities in that data. By seamlessly connecting the dots between these data points, AI facilitates how brands interact with their customers. In contact centers, it can reduce costs and improve customer satisfaction. Not only does it decrease the number of interactions that would be directed to a contact center, but through automation, it helps companies offer self-automation tools so customers can fix their own problems at their own pace.