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What Customers Want: The AI Concierge Revolution & What’s Next for Fintech CX

Fintech Takes

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Evaluating Customer Experience and AI Integration in FinTech

This chapter explores the use of customer experience metrics such as customer effort score and net promoter score in evaluating the Zeta Concierge feature. It highlights the evolution of the AI tool SAM, its initial challenges, and the shift towards a collaborative approach between human concierges and AI in customer service.

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