IDC analyst explains the CX boost AI early adopters are already starting to see

Ritu Jyoti discusses a research project involving 2,000 IT and line-of-business about the use of chatbots and NLP

While concerns about job losses have been the dominant theme of conversations about the use of artificial intelligence (AI) applications, more than half of large enterprises adopting it are doing so with customer experience goals in mind, based on research released from IDC this week.

Based in Framingham, Mass., IDC surveyed more than 2,000 people in roles that spanned IT as well as other lines of business for its report, AI StrategiesView 2020. The data suggested that despite some confusion and reservations around the technology, adoption is

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