The Foundational Phase of CX Transformation - with Aamar Hussain of Microsoft
The AI in Business Podcast
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The Importance of Containment
The why is where you can focus your efforts and it also gives you kind of a linchpin to talk to business leadership because at the point is containment, like that's where you can tie it to an ROI. But even containment, if you don't get that right, you could have the opposite effect, right? Because you could potentially say, oh look, I want to contain these type of use cases and these flaws, but you might do a such a bad job of it. That might actually divert traffic to the real life agents even more so as they're not getting the service that they expected to get from the automated piece of journey. You know what I mean? So
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