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It has been a year filled with advancements in AI technology and a significant surge in the usage of AI in customer-facing roles. Yet, we see over and over again that for many organizations and many industries, their greatest competitive advantage is human interaction with their customers and clients.
However, human interactions are not a competitive advantage ...
Historically in customer experience, the term retail robot has been used to describe frontline employees who just went through their day and more importantly, through customer interactions robotically, reading enthusiastically from a script, interacting the minimum possible to complete the transaction, and never thinking outside the box or looking for creative solutions. ...