Four Challenges to Overcome For AI-Driven Customer Experience

The next big thing in terms of customer service capability is expected to be AI-based virtual agents. Whether your goals include creating a fully digital business, improving customer experience, or cutting costs, virtual agents and automation offers many benefits.  But, like any new technology, making the switch isn’t trivial.  In fact, as P.V. Kannan and Josh Bernoff explain in the Fall 2019 MIT Sloan Management Review, success.....

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