According to Capgemini, more than half of retailers use generative artificial intelligence to enhance customer service. Around 40% of organizations have even formed dedicated teams and budgets for this technology.
Customers and brands alike are jumping on the conversational AI bandwagon, drawn to its ability to offer personalized experiences that are faster and more convenient than traditional methods of engaging with businesses. Additionally, AI comes to the rescue by smoothing out the bumps in the customer journey.
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