MIT Sloan Management Review Article on Four Challenges to Overcome for AI-Driven Customer Experience

To launch a successful virtual agent project for your organization’s customer service capability, the company must overcome four hurdles.

Are you ready to turn your company’s customer service over to AI-powered virtual agents? Whether your goals include creating a fully digital business, improving customer experience, or cutting costs, virtual agents and automation offer many benefits. But, as with any technology, making the switch isn’t trivial.