Over the last several years, the topic of automation has gotten a great deal of attention. It’s fairly widely accepted that we are in the beginning stages of what has been called the Fourth Industrial Revolution. AI’s ability to automate many routine tasks is at the heart of the notion of the Fourth Industrial Revolution.
In parallel, I’ve been having some interesting conversations with clients and contacts about the use of predictive analytics, in the form of sentiment analysis, in chat channels. One way to think about this is trying to tap into the power of prediction by using AI to pick up on weak signals of sentiment or preferences that customers might indicate within a conversation (in this case via chat or messenger services).