Can artificial intelligence rescue customer service?
The adoption of AI is surging in call centres
It’s not easy being a customer-service agent—particularly when those customers are so angry with a product that they want to yell at you down the phone. That’s the sort of rage that Sonos, a maker of home-audio systems, encountered in May when it released an app update so full of glitches it caused its share price to plunge.
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This article appeared in the Business section of the print edition under the headline “Called out”
Business October 19th 2024
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