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One of KPMG's AI leaders explains where demand is surging for the tech during the coronavirus pandemic

One of KPMG's AI leaders explains where demand is surging for the tech during the coronavirus pandemic
KPMG



Companies are quickly turning to AI during the coronavirus pandemic to help manage customers' service calls and assist with other tasks that typically require a lot of human involvement.




But those that didn't invest in the advanced tech prior to the outbreak are having difficulty implementing it, according to Traci Gusher, who leads the AI, analytics, and engineering team for the consulting giant's US operations.




"Those that have not really been able to capitalize on it and use it in production historically are struggling to get the value out of it right now," she told Business Insider.




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In a regular month, KPMG usually fields an average of two requests from large companies looking to implement conversational AI agents that help answer customer service calls.
That number has risen to 10 over just five weeks during the coronavirus pandemic, according to Traci Gusher, who leads the AI, analytics, and engineering team for the consulting giant's US operations.
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