Generative AI is transforming customer interactions by blending advanced automation with human understanding and Emotional Intelligence (EI). Yet, the true potential of generative AI lies not only in freeing employees from repetitive tasks and empowering them to resolve more complex issues and deliver compassionate, customer-focused experiences. This new report from MIT Technology Review Insights examines the integration strategies, challenges, and best practices of using generative AI to reimagine customer service workflows, ultimately resulting in better quality, efficiency, and satisfaction.
