Enter conversational interactions - which are set to reshape customer interactions across every touchpoint. AI chatbots, virtual assistants and voice-activated devices are becoming essential components of customer service and engagement strategies for brands to shift focus from purely transactional interactions to deeper, more authentic, and meaningful connections that infuse empathy and emotional resonance into brand and customer experiences.
But for all the efficiency gains of AI, that alone isn't enough to cut through the noise. Consumers are still looking for a human connection - someone who can be there to answer their questions and address friction points in the moment they need it.
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