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The Role of AI in Customer Service
AI chatbots are everywhere. Are they improving customer service or making it feel robotic?
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19 Replies
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Depends on execution — bad bots kill trust, good ones save time
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78
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AI should assist, not replace human support
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Customers want fast answers but human empathy
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Hybrid models are best: AI filters, humans resolve
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66
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ChatGPT-like systems can personalize replies well
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63
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Automation handles FAQs, freeing up humans for real issues
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AI also improves ticket routing — smarter workflows
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Tone customization helps AI sound more human
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54
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Always offer an “escalate to human” option
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66
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AI saves money, but training data must match brand voice
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AI analytics can predict common pain points
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54
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Future support might blend AI chat + video assistants
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Emotion recognition is next-level — risky but exciting
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50
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AI in customer service will soon feel invisible
