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Hi there,
AI is taking hold in customer service. But turning a pilot into reliable resolution is the harder part. In a survey of 150 retail and healthcare CX and technology leaders, 77% are piloting or have deployed AI, while only 25% have autonomous resolution enabled.
Developed with Incisiv and Google Cloud, this interactive report explores how teams can move from experimentation to measurable customer outcomes.
Inside the research:
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- What separates pilots from more mature AI programs
- Where disconnected data and workflows slow resolution
- How leaders are approaching governance and human handoffs
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