How to Keep Speed and Keep the Human Side of Speed

A lot of brands are trying to categorize the issue as quickly as possible. This is where chatbots and AI can be so useful. If a bot can skim those procedural questions off the top, then it frees up the human agents to actually engage in the ones that require more empathy and humanity. It's incredibly important because if marketing makes promises that the customer experience can't match, you're setting yourself up for customer dissatisfaction and churn.

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