Agentic By Design: How AI Can Make, Or Break, Customer Experience
Why organizations that redesign customer journeys before implementing AI will outperform those that don't Over the past year, AI has produced a series of high-profile customer experience failures. Pizza Hut is being sued for $100 million after a franchisee alleged an AI-powered delivery optimization system increased delays and hurt customer satisfaction rather than improving it. Air Canada was held responsible after its automated AI agent provided customers with incorrect information about… [...]
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