A fast-evolving CX landscape reveals opportunities and challenges for brands
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NOVEMBER 22, 2023
Unterreiner said AI-generated suggestions have an 80% usage rate by associates, and with AI the company has seen a 15% rise in CSAT as associate efficiency has doubled. Assurant’s also using AI to generate associate responses and post-call summaries, with great success. It’s about giving customers what they want.”
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