Originally published August 30, 2022 | By Michelle Hawley

Artificial intelligence isn’t going anywhere. In fact, its beginning to take the lead on customer interactions — but not without challenges.

Years ago, interacting with a branded bot was a pain for customers. It meant pressing numbers on a telephone keypad (or hitting 0 repeatedly) but not getting the right answers. Typing questions into a website chat box while trying desperately to find a customer service phone number (and some companies went above and beyond in trying to hide that number).

Those interactions often ended in frustration, anger and even jumping ship to another company willing to put a human voice on the line.

But those days are gone, and people’s perceptions of bots have shifted massively.

Read the full article at CMSWire.