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The Winning Combination of Humans and Bots for a Seamless Customer Experience | by Kaushiki Bhattacharya | Jun, 2021
AI has been revolutionizing the face of customer service globally- more so during the pandemic- with AI-powered chatbots and other virtual agents taking the center stage. An increasing need to offer streamlined end-to-end customer experience is the primary reason why more and more firms are aggressively investing in modern technology to improve their customer support. However, traditional ways of providing customer service- which was solely based on humans- proved to be tedious both from the employee as well as from the customers’ perspectives.While customers (especially the millennials and gen-z users) were tired of pressing buttons to avail themselves different kinds of services, service reps also considered that answering the same questions repeatedly was monotonous. This is why most or...
