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Future Marketing: Can AI Really Help Make Better Human Connections? Join the Debate

Tuesday, September 26, 2017 at 11:00 a.m. ET

It wasn’t that long ago when the telephone and fax machine started the arms length relationship with customers and prospects. These days, it’s become common practice to heavily rely on email, websites, texting, social media and small screens to represent our “connection” with those people who pay our bills.

The next generation promises even bigger leaps in AI’s role in marketing, sales and customer service. The recent PegaWorld 2017 conference promised AI would “help courageous leaders inside customer-centric organizations, to achieve the goals of Personalization, better Customer Decisioning, improved Predictive Modeling.” In other words, our software will behave more like humans when interacting with prospects and customers. And, apparently, customers will be happier.

For example, Pega promises “Smart email processing tools that uses natural language processing capabilities to analyze the text of an incoming customer message to determine their intentions, classify their case to a matching category, and then automatically reroute them to the most suitable agents.” Less actual human-to-human (H2H) interaction.

Is this move further away from the old H2H customer relationship most of us grew up with a good thing? Or is taking us down a rabbit hole of no return? Join resident AMT/IMTS Marketing Gunslinger, Steve Miller, in the debate – is AI in business a good thing?

Steve Miller, The Adventure