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Expect generative AI to take on customer-facing roles

From destinationCRM

Is generative AI ready for customer-facing roles?

In this article from destinationCRM, TTEC Digital's Aaron Schroeder and a host of CX experts from across industries share their thoughts on the future of generative AI for customer-facing functions. According to Schroeder:

"It’s less about when the technology will be ready and more about when organizations become ready, coupled with how broad of a problem scope genAI is given freedom to handle . . . The technology enables the strategy. With that philosophy in mind, we’d recommend isolating three core areas for evaluation: people, pro­cess, and design.”

Read on for more insights into the future of generative AI in customer service.