Jay Gurudevan | Source | Principal Product Manager AI/ML at Twilio

This will enable authentic two-way conversations between companies and customers – a direct result of a larger trend we’re seeing, customers who expect multichannel communications to be standard.

As enterprises embark on their transformation to become AI-first companies, a strategy focused on augmenting current systems and processes with AI vs. fully replacing them, will win.
We’ll see more enterprise and businesses leverage AI tools and automated communication to better understand the entire customer journey. As consumers become more comfortable interacting with AI agents, Natural Language Processing – the area of machine learning that allows humans and computers to communicate – will become more accurate and advanced and implementation will expand.