Numerous organizations are incorporating AI large language model into voice and chat bots to improve self-service. Although customers believe that bots can still be improved, they are excited to witness their evolution. The perception that bots were not prepared for widespread use has gradually shifted, as the latest models now surpass the capabilities of previous generations. In the coming years, these advanced bots will resemble digital agents more closely, capable of handling a broader spectrum of issues that would typically require human intervention.
AI In CX – Part 3
