In this episode, we talk to Julian Harris, the Head of AI Technology Research at CognitionX, about the challenges involved in developing sophisticated Natural Language Technology. We discuss how the approach to creating natural language technology has changed in recent years, and the significance of using specialised AI in niche areas. We also cover the debate surrounding how AI will affect customer experience staff in the next decade, and the issue of whether chat bots might replace the 'human' elements of these departments.