Balancing AI and the Human Touch in Customer Service: A Call Center Perspective
- April 2, 2025
- By:directinteractions
- Category:Article
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The customer service industry is at a crossroads. Businesses increasingly adopt AI-driven self-service solutions, aiming for efficiency, cost reduction, and speed. Chatbots, interactive voice response systems, and AI-assisted messaging have transformed customer support, handling routine inquiries with remarkable accuracy. However, as AI expands its footprint in customer service, a critical question emerges- when does technology enhance the experience, and when…