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AI and chatbots: The future of customer service


Richard Stevenson, CEO of Red Box Recorders, explores how technology is changing the landscape of customer service and how developments in AI and chatbots will change the way companies interact with their customers.

Every business quickly learns the value of the conversations they have with their customers. They aren’t only the lifeblood of any organisation fuelling transactions and growth, but also offer invaluable insight into what clients want and how they communicate.

The looming implementation of the MiFID II directive for financial services institutions has brought the issue into an even sharper spotlight as these businesses gear up to ensure they are recording and archiving all client communications. Beyond this, the next ten years will see a greater and fundamental shift in the way businesses look at this crucial data and what customers will expect in return....