TECHNOLOGY
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With virtual reality , chatbots and augmented reality becoming the norm , artificial intelligence ( AI ) and machine learning have also become a common expectation for customers .
Turgeon says that AI will soon play an integral role in communication services today .
“ You and I are communicating at this moment ,” he tells me . “ But if I was in my car , driving 70 miles per hour on a highway , the system wouldn ’ t able to retrieve any realtime contextual information to let you know that it ’ s not a good idea to establish a video call with me .
“ Today we leave it up to the caller to make the decisions about how they should contact you . Artificial intelligence is going to become a key component in communication technologies , allowing systems to automatically determine what is the best modality of communication at a particular point in time .
“ You no longer leave it to the caller .
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