How about a system which can learn from its mistakes? How about a system which can evolve over time automatically? We refer to these features as Artificial Intelligence, exhibited by a software or by a machine. 

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http://www.theguardian.com/technology/2014/feb/22/robots-google-ray-kurzweil-terminator-singularity-artificial-intelligence

Tom Christenson, President of Contact Center Solutions, CGS (a global provider of technology-enabled business solutions), talks about why and how social media can be used with call centers to improve customer services.