Magazine Article | February 21, 2019

Can Automation Deliver Great Customer Service?

Source: Field Technologies Magazine

By Marne Martin, CEO, Workwave president, IFS Service Management

A unified, consistent customer experience is not out of reach with the help of AI solutions that can free up time for problem-solving and personalized service.

Customer service is a people-focused business. According to a recent article by Ryan W. Buel in the Harvard Business Review, there are elements of service that have been difficult to automate. Making emotional and human connections and troubleshooting have been slow to be fulfilled by technology — and generally have been best handled by “wetware” instead of hardware and software.

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