Then, COVID-19 struck, creating not only a public-health crisis but widespread business retrenchment. Historically, business innovation tends to slow during economic uncertainty, which raises the question: Will businesses maintain their AI-adoption momentum?John Roese, chief technology officer for Dell Technologies, believes the companies that have resources to maintain their AI strategies this year should — particularly those that rely on AI applications to enhance customer experience.
"When deployed well, natural language processing and machine learning can maintain continuity and even personal connection in the customer experience, while elsewhere in the organization teams may be busy responding to a disruption," Roese said.
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