Читать книгу A Customer-oriented Manager for B2B Services - Valerie Mathieu - Страница 36

Artificial intelligence (AI) is progressively penetrating companies to simplify, streamline and optimize many tasks and processes. Marketing is using AI to enhance the customer experience through, for example, chatbots, robots and other facial recognition technologies. In a recent study on customer evaluation of AI, Cap Gemini manages to show that customers are quite satisfied with the experiences they have with AI technologies but that human intelligence remains essential to build a truly exceptional experience²¹. In the same vein, Yann Le Cun, head of AI research at Facebook and a major researcher in this field, explains in his latest book that AI does not have a common sense or a global representation of its environment that would make it possible for it to react to new and unexpected circumstances (Le Cun 2019). Hence, human intelligence remains unique and essential today to analyze and react to new situations.