Artificial Intelligence ( AI ) is creating new paths to provide a better customer experience across industries . Many Canadian businesses , organizations and researchers are piloting AI technologies – for everything from interactive insurance claims processing , to advanced medical diagnostics , to personalized service .

AI in customer experience in particular is generating a high degree of enthusiasm as companies consider how this technology can be used to assist and augment their overburdened human workforces .

Delivering this kind of elevated human-like digital experience is imperative because customers are demanding it . Research from Accenture -- noting that 52 % of consumers said they have switched providers due to poor customer service -- found that human interaction is a critical component for customer satisfaction , and recommends providing “ human elements ” across digital channels .

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