Recently, a lot of trending customer journey analysis around user experience, marketing and technology, is attempting to take humans and their cost out of consideration, replacing them with technology and automation. But what are we pursuing with such an effort?
Apart from optimisation and efficiency, are we pursuing the anticipation of emotions or feelings in a given circumstance and expecting technology and automation to take care of it? Interestingly, most successful brand stories are about human beings who have gone out of their way to help customers.
One reason for that is help between brands and customers is based on empathy rather than just solutions. So, it is paradoxical to find a lot of content surrounding AI focused on making contact more human and more naturally conversational. With that said, are we expecting AI to drive customer-brand relationships rather than solutions?
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