Shelf：2021年客户服务的知识未来-现代知识基础设施报告（英文版）

Many businesses have begun to recognize the potential of Al to transfommcustomer service. However, today's solutions short-change that potential. Rootedin search, current Al technologies interpret customer questions using naturallanguage processing and apply machine learning algorithms to retrieve answers inreal-time from a dedicated data store. In other words, they answer questions faster.

This initial wave of Al solutions has dramatically improved customer serviceoperations. Handl