AI technology is rapidly advancing and is already playing an important role in the customer experience by using chatbots as the first point of contact. In spite of this many people still believe that human conversation is still the preferred way for customers to interact with a business. Instead AI can be used to collect and create crucial consumer insights to enhance their customer relationships. Charles Heunemann, Managing Director in VP Asia Pacific of Natterbox, explores why businesses will need to quickly find the right balance between the roles of humans and machines in an experience-economy with Kochie’s Business Builders.