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  • Writer's picturePersilient Company

Balancing AI in Customer Service: Leveraging Technology for Enhanced Customer Experience


AI by itself can be a good thing as long as it's restricted to certain things, kept within certain parameters, and programmed right.


If we are to link it to customer service or customer experience, the most that AI can do is compliment the representative handling the interaction with the resources and tools internally, assist the customer, and achieve a 5-star customer experience externally, and that's where it stops.


As far as customer interaction is concerned, AI should be kept internally. We are to address "internally" as a means to look at actions being done in non-customer interaction, such as pulling up client or customer records, providing accurate information in a very timely manner, etc.

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