A few weeks ago, I called my broadband provider about intermittent outages. The helpful customer support rep looked at my account and cheerfully told me that I could save money by switching to a different plan. A few minutes later, I had changed my plan to one that cost half as much and delivered comparable speeds. At first, I was happy. Then I was annoyed. Because I realized, in reality, no customer service team is proactively looking out for my well-being before I raise a problem.Â
AI and the New Age of Customer Advocacy
AI and the new age of …
