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2min chapter
Do We Need Humans Anymore in Customer Journeys?
The So What from BCG
Introduction
Customers are more demanding than ever, says Karen Leleucz-Torterman. Businesses are turning to AI in the hope of managing demand for services. In many cases, satisfaction with a human isn't that high compared to not using one at all. What will be the role of humans then? If the satisfaction gap is not that high, why do we think that we'll need humans?
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