-
Initial research
As far back as the 1950's the initial research stage of artificial intelligence begun. Researchers explored the use of computers for solving problems. -
The name
In 1956 the name 'Artificial Intelligence' or AI for short was coined for the research. American computer scientist, John McCarthy is known as the father of AI and named it in time for the very first AI conference in 1956. -
Mimicking human reasoning
In the 1960's the research was picked up by the US Department of Defence who wanted to find out how AI could be used to mimic basic human reasoning. -
Street mapping
In the 70's AI was predominantly used for street mapping purposes. The 70's and 80's is when machine learning (a subset of artificial intelligence that often uses statistical techniques to give computers the ability to "learn") really took off paving the way for furher artificial intelligence developents. -
Self service checkout
In the 90's self-service checkouts started to be installed into larger supermarkets. This was the start of the hybrid approach we now see with customers given the choice of scanning their own items or having a team member help them through the checkout. A 2014 AOL poll found that 93% of people asked didn't like self-checkouts. While they can be frustrating when they go wrong, as long a there is the choice and enough human support, they do provide customers with a quicker, more efficient service. -
The start of Siri
In 2011 perhaps the most famous of all AI chatbots, Siri, was launched as a beta on the iPhone 4S. The tool allowed phone users to speak into their phone to find out information, make phone calls, or just have a chat. While Siri was not the first peronal assistant chatbot of this kind, it is certainly one of the best known. -
The future
With technology advancing at rapid rates we are sure to see more of it involved in Customer Experience in the future. How will it be used to enhance customer service though? Researchers are currently looking at tech that would allow machines to identify details about a customer - age, interests,etc. in order to tailor the service specifically to that customer. Who knows what will change and what kind of customer experience we will be providing in 10, 20, 50, 100 years time... exciting isn't it?
