A look at the science of conversations and how the increasing adoption of generative AI in customer service can improve consumer engagement.
At a customer level, are these really conversations? Is there really a dialogue where both parties discuss something, or is it simply just a processed conversation driven by a consumer need that’s responded to by a human just reading out a carefully scripted response rather than applying any sentiment themselves? If so, I might as well use the other tool of choice by today’s telecom providers, the chatbot. Can a virtual agent help me in ways where more traditional models are struggling? (NAGRA)