Use AI to Enhance – Not Eliminate – the Human Touch
As Customer Experience (CX) strategies evolve to include AI and digital channels, consumers want a mix of communications options. Depending on the issue at hand, sometimes they’ll use self-service and other times, they’ll speak to or text with a person. In any method, they crave friendliness, empathy, and efficiency—all characteristics of human touch.
That’s why it’s important for businesses to adopt an AI strategy that enhances—not eliminates—the human touch. In this report, we will examine what a balanced mix of customer care solutions looks like and how leading business are—and should be—delivering.
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