Don’t Drop the Omni-Channel Baton and Win the CX Relay Race
CSM Magazine
MAY 30, 2023
It reminds me of a relay race where one of the runners is a chatbot and passes the ‘experience baton’ onto an agent to complete the final leg and win the race. We can all recite horror stories where chatbots send us around in infinite loops with seemingly no ability or interest in actually helping us with even the simplest tasks.
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