The impact of AI Transformers on the CXArticle

I have spent the last few weeks concentrating on understanding how what is defined as a great revolution in the world of Artificial Intelligence and in particular Natural Language Processing can have on the customer experience. Not from a purely technical point of view, but trying to estimate the competitive advantage that this new approach can generate. We are facing yet another disruptive innovation, and it can bring significant advantages, let’s try to find out which ones.