< How AI Is Reshaping Enterprise Data Architecture

Customer Experience Is Becoming an Intelligence Function

The biggest shift wasn’t operational. It was organizational.

---

Instead of asking, “How can AI answer more customer questions?”, we began asking a much more interesting question: “How can AI help our organization learn from every customer conversation?”

Once we reframed the problem, the solution looked very different from what we had originally imagined. We weren’t trying to build a better chatbot or automate more support tickets. We were trying to create a system that could help the organization recognize patterns that no individual could realistically identify alone.,,,,

 

Read the whole article here

---