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The Current State Of AI In Customer Service And CX (Customer Experience): An Expert Roundup

By 5 July 2020April 28th, 2021No Comments

What role can Artificial Intelligence play in customer service? Micah Solomon, customer experience consultant and senior contributor at Forbes, speaks with Raj Singh and Pradeep Rathinam to uncover the state of AI in customer service and experience.

Micah Solomon, customer experience consultant at Forbes

Here’s an extract from the article.


  • Raj Singh, the founder and CEO of Go Moment, a Google-backed company dedicated to making customer service instant. Go Moment is the home of the smart concierge Ivy that is well known in the hospitality industry. Singh is also a product design expert and public speaker, and blogs at

Solomon:  So with customers expecting an AI-informed experience, where should a business start if they want to explore bringing AI into their customer service mix?

Singh: The first thing I would recommend is to define the outcomes that you’re looking for. Even before beginning the process of selecting a vendor, you should be clear on the end result that you want to achieve for your organization.

For example, if you’ve got 10 million customer inquiries coming in every year, you could make the goal to be to deflect 10% of them via automation next year. Once you have a defined vision of success like that one, you can work with an expert individual or organization that understands your business and has a track record of helping others to succeed, because there is definitely a lot of noise out there in the AI space.


The full article is published here:

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