Customer service: the real question is no longer how much to automate, but where to stop
Companies are seeking to automate their customer relationships more and more. Yet, the automation rate should not be an objective in itself. As artificial intelligence absorbs simple requests, it concentrates complex situations in human hands. The real challenge is therefore no longer just knowing what technology can automate, but deciding where automation should stop. This...
AI ROI: Why Technology Alone Isn’t Enough to Create Value
After several years of experimentation, the return on investment of artificial intelligence has become a central concern for executive management. Companies can no longer simply accumulate proofs of concept, generative assistants, and demonstrators. They must now answer a more demanding question: what economic value does artificial intelligence actually produce? A study published on July 15,...