Customer Service: Man or Machine

Jul 7, 2017 10:00:00 AM / by Julie Ng posted in customer service, AI, industry insights

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Machines are good at giving you what you don’t know you want. They’ve started to take over various aspects of our daily routines: tasks that would be otherwise tedious and repetitive have been streamlined and automated, yielding an impressive amount of high quality work. Purchase predictions send you offers, streaming services curate personal playlists, and a variety of algorithms tailor their products or placements according to what you don’t even know you want until it’s presented to you at 10% off. You part with some money and move on with your life, unaware that machines keep an eye on your tastes and habits, and inspire purchases with such accuracy and timeliness.

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