ibmsocialbiz:

Many corporations will take advantage of new technologies for low level customer service tasks (immediate response, guidance), and the most advanced will deploy these tools to engage, interact, and build deeper relationships with their customers. Eventually, artificial intelligence agents will simulate human behavior and be a guiding agent, conversationalist, and act like a real world concierge, host, and for some, even a friend. The intelligence and analytics that will be provided will give new insights to not only respond, but predict what customers want.