There are certainly ways to use tech to augment customer service, like Twitters auto-replies for public-facing business accounts. But if youve called a large companys helpline and gotten a representative that was atypically, unusually helpful, latch on to that uncertainty: Your hotline helper might have been hand-picked for you by an AI system. The startup Afiniti International Holdings has installed just such a setup in over 150 call centers to better match callers with associates…Read more
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