Customer service
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The most dangerous thing about AI in customer experience isn’t that it gets things wrong. It’s that it gets things right — efficiently, cheaply, at scale — while quietly optimizing away the interactions that create real customer relationships. Think of a river straightened into a concrete aqueduct: the metrics improve, but the ecosystem disappears. That’s the…
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A few weeks back, I sat down for a conversation with Michael Rose of Five9 for their That’s Genius Podcast: That’s Genius Episode 16 Edit: Here’s part 2 of our conversation: That’s Genius Episode 18 Photo by Jonathan Velasquez on Unsplash
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Image by scottpowerz via Flickr I recently posted an entry over at the blog for the Information Overload Research Group. Click on the link to read the entire post: IORG Forum Blog » Blog Archive » IO in a call center environment The same successful companies that spend vast sums of money to optimize their…
nitin badjatia 