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China call center workers voice frustrations over generative AI bot limitations
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China call center workers voice frustrations over generative AI bot limitations
Customer service teams report frequent errors, miscommunication, and inefficiencies, highlighting the need for human intervention in frequently complex customer engagement scenarios. Despite the promise of generative AI (GenAI) technology to revolutionize call center operations, frontline staff are increasingly vocal about the bots’ current shortcomings, revealing a gap between management expectations and real-world performance. A recent Cornell…
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