Key Features and Benefits of …
When Artificial Intelligence is used in the right way, there can be many positive benefits. When it comes to customer engagement, the goal and advantage is that companies can increase their personalization and ability to manage more customers. This can lead to increases in engagement and sales.
A great example of this is in health care. Chat bots are being used for treatment recommendation systems to help manage additional patients. As a result of the COVID-19 pandemic, health care systems are seeing an increase in patients. Utilizing chatbots has helped provide the same level of health care despite the increase. (Davenport, Ronaki, 2018)
AI in chatbots can also lead to a more personalized experience. In the context of higher education student services, utilizing this technology can ensure students get what they need quickly. (Mehta, et al., 2020)
“The universal approach to education has mostly remained the same, with a single teacher delivering the same message to a large group of students, with little attention being paid to their individual progress. It is the desire to create customized learning programs for each student that is currently the biggest driver of AI in education and learning.” (Mehta, et al., 2020)
Although there are many benefits, there is also a growing concern that computers will replace human jobs. Some researchers agree that we should be fearful of job replacement.
However, others argue that there is no real evidence to back this claim. The use of chat bots has threatened actual real person customer service jobs but still had a positive influence on production and ability to service increasing number of customers.
The ultimate goal is another key benefit to AI. Rather than reduce employees the ideal outcome is to better positions organizations to handle the increase in employee-customer interactions. (Zawacki-Richter, et al., 2019)
