The Future of AI in Customer Service

Peter Dorrington of Xmplify speaks with three internationally recognized experts in the field of Artificial Intelligence about what the future holds for AI and Customer Service.


  • Dr. Fatmah Boathman – Founder & Board President, Artificial Intelligence Society of Saudi Arabia
  • Dr. Bertie Müller – Senior Lecturer in Computer Science at Swansea University
  • Amanda Halpin – Solution Lead for Digital AI in Genesys


  • The current state of AI in Customer Service
  • The importance of empathy in customer service and the role of AI
  • What the future holds for AI, and
  • What we should be thinking about today, ahead of an AI-enabled tomorrow.

The research report ‘Empathy in Customer Service: A Consumer Survey and Practical Guide’ mentioned in the video can be downloaded from:

Written by

James Fosker
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