Not hype, not magic: What human-focused AI really means for customer engagement

The concept of artificial intelligence (AI) has been with us for a long, long time. It has appeared in ancient myths and spilled into popular culture, from Metropolis to Her. Over the past decade, AI has gone from wouldn’t-it-be-nice marketing fantasy to a full-on customer engagement hype cycle, with companies across a range of industries seeking a way to boost productivity and level up their brand experiences.
In the popular imagination, AI tends to be depicted as a killer robot or comput