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How generative AI is making customer experience worse

From Forbes

“The next stage in the evolution of sophisticated voice and text bots is the complete integration of generative AI. As software companies roll out these capabilities and brands experiment and gain comfort with the answers they give customers, consumers will see more and more of these technologies. That is obvious, but what is not obvious is that this rollout will quickly create a brand differentiation characterized by those who can truly make the interaction effortless. Customers will choose the brand, and the channel into that brand, that will take the least amount of effort.”

In this Forbes article, TTEC Digital’s Tom Lewis shines a spotlight on the pitfalls – as well as the wins – that generative AI can bring to the customer experience.