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Amir Dehnad

How CMOs Succeed with AI-Powered CX

What we’ve learned from the early days of CX technology is that forcing customers to conform to rigid mechanical processes (language choices, service versus support options) doesn’t provide a customer-centric approach. It didn’t take long for people to figure out pressing “O” to get a live operator—or shouting “agent” in frustration—was almost always the best choice. Thankfully, AI, powered by Machine Learning and evaluated and fine-tuned by humans, has come a long way in the last decade. AI-powered virtual assistants are…