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Podcast Summary: AI and the Future of Customer Experience
In this podcast episode, Luke Jameson and Rob Dwyer discuss the implications of AI on customer experience. They explore the trust factor when it comes to using virtual assistants and virtual agents as customer representatives. Luke shares a real-life experience where he was fooled by an AI-powered virtual assistant who sounded so human that he didn't realize it was not a real person. This raises questions about transparency and disclosure in AI customer service interactions. The conversation also touches on the evolving communication preferences of customers and potential security risks of voice biometrics. While there are concerns about ethics and the long-term impacts of AI, it is predicted that AI will play a significant role in the future of customer service.
Key Points:
AI-powered virtual agents can successfully mimic human interaction in customer service.
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