Like personalization, artificial intelligence works best when it gives customers what they want. They don’t always want chatbots but that hasn’t stopped companies from eagerly deploying them to save money. In fact, automated customer service will be the largest AI market in 2019, at $4.5 billion worldwide, according to this IDC report. Sales process recommendation and automation is tied with automated threat intelligence for second place at $2.7 billion. IDC places the total market at $35.8 billion.