How IBM Watson Is Poised To Transform Customer Service And Hospitality Via AI | forbes.com
Artificial intelligence (AI) from IBM’s Watson (of Jeopardy-winning fame) is about to transform customer service, the customer experience, and hospitality. Customers today–especially but not exclusively Millennials– are embracing, even demanding, what I call a “Jetsonian” (for The Jetsons) customer experience, a customer experience in which those tasks that don’t require human intervention are powered by automation and algorithms, while those tasks that do benefit from human beings get true human warmth, from capable human employees, applied to them.
