Artificial Intelligence Business Chatbots Technology

90% of businesses report recording large improvements in the speed of complaint resolution.

This report, “Humans + bots: Tension and opportunity,” examines how companies across the world use AI through their customer journey and the business and customer benefits being delivered as a result. Based on a global survey of 599 executives and a series of expert interviews, this report found that most companies—and particularly firms that identify as “customer–centric”—have already deployed AI extensively in their customer-facing operations and customer experience management processes.

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