Artificial intelligence (AI) as intermediary is among the most popular tools in customer support, with businesses frequently dispatching software bots instead of humans to serve customers.
You’ve likely experienced this trend firsthand when you’ve called a customer service number and an interactive voice response (IVR) system routed you to the right information funnel (if you’re lucky). Or maybe you’ve navigated a website and a bot with a human name asked, via a blinking chat window, how they can help you.