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September 16, 2024

Viewpoints

Why Incomplete AI Hurts CX and Productivity

Successful AI implementation in customer service requires complete end-to-end solutions with high-quality data, continuous learning, human oversight, and a focus on ethical considerations. (Featured on SmartCustomerService.com.)

Insight

Only 14% of Customer Service Issues Are Fully Resolved in Self-Service

Customers can struggle to resolve even simple issues without assistance, Gartner finds.