Embedded AI agents are set to revolutionize customer experience by replacing outdated interfaces and complex processes with smarter, more intuitive interactions. Early adopters of AI are focusing on governance and data quality to ensure effective integration. Retailers are personalizing customer experiences through these agents, who will serve various industries. Despite the excitement, brands are advised to start by addressing mundane tasks to avoid pitfalls associated with premature AI implementation, ensuring smoother transitions that enhance customer satisfaction.
Some brands that pushed AI-enabled CX capabilities too early ran into issues impacting customers and their brands.
The biggest impact that genAI and agentic AI can create is automating the most tedious, repetitive CX micro-workflows.
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