Stories by Phil Smith
Why AI will fail without a single version of truth
Last month
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digital transformation
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cx
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martech
AI chatbots are failing to improve customer service as incomplete data and trust issues cause frustration, prompting firms to reintegrate human agents.
Why humans will remain at the core of customer experience
Wed, 17th Oct 2018
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crm
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uc
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cx
AI technology is streamlining human interactions rather than replacing them in contact centres, as customers still rely on human interaction.