Tag: AI Strategy
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GenAI in Customer Service: Escalation Design Is the Real Product
In GenAI-powered customer service, the model is not the product. The escalation design is. Customers do not judge your AI on fluency. They judge it on what happens when it fails. If a refund request loops three times, if a promo exception cannot reach a human, if context is lost during handoff, trust collapses. Escalation… Read More
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