HARRISBURG, PA – In today’s rapidly changing economic landscape, customer service has had to adapt to meet the shifting expectations of consumers. While artificial intelligence (AI) has transformed the way businesses engage with their customers, the irreplaceable human touch continues to be a critical component of exceptional service.
The key challenge lies in finding the perfect balance between harnessing AI’s efficiency and preserving the empathetic, personalized interactions that only human agents can offer. As companies aim to improve their customer experience, achieving this balance becomes essential.
Richard Wirth, PhD, Assistant Professor of Information Sciences and Program Lead of Human-Centered Interaction Design at Harrisburg University, was recently asked to weigh in on this timely topic.
You can read Dr. Wirth’s full remarks about AI and customer service design in a recent article over at CMSWire. Check it out to learn how the integration of AI with human expertise creates a powerful synergy that elevates the customer service experience in new ways — along with a look at some of the challenges associated with getting this balance just right.
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