Artificial intelligence gets a bad press. It is not the employment killer that it is made out to be and it shouldn’t be perceived as a threat to the human race. Is the fear factor driven by a lack of knowledge about what it can really do? Some things (including people) are more advanced/intelligent than others but that doesn’t mean they are not relevant or valued.

In my view, artificial intelligence enables organisations to deliver better service faster because it enables people to focus on the unique things that people do best and that is engaging on a personal level with their customer at the moment when their customer chooses to do so.

As with any new technology, it takes time for this to be trusted. Not only will this become the new normal, it will become expected of the organisations.