AI is starting to deliver on its potential, and its benefits for businesses are becoming a reality," says Svetlana Sicular, VP Analyst, Gartner.
According to a Gartner poll, "47% of artificial intelligence (AI) investments were unchanged since the start of the pandemic, and 30% of organizations actually planned to increase such investments."

Two areas where we see an increasing deployment of AI-based applications are customer service and marketing. In marketing, it's used for a more personalized and automated communication, while in customer service, AI allows for a more efficient handling of service incidents, thanks to intelligent advisors that support both agents and chatbots.
Let's take a closer look at how these technologies can have a positive impact on the customer experience (CX) across customer service, marketing, and sales.