Why you should see artificial intelligence as your top intern, rather than an Einstein

Personalisation is essential for high-quality customer experience. This means that contact points should always be timely and relevant. Services such as Netflix and Spotify have made personalisation an art. You always see songs that you like or the series that are 'made for you'.

How do these companies get to know you so well? This personalisation is thanks to AI, which is crucial for services such as Netflix and Spotify. For them, AI means the difference between a customer who...