A ‘choose your own adventure’ model in customer care is on the rise
Even the Geek Squad is not safe from AI. Best Buy’s customer service crew, which has been around since 1994, has been pared back as part of cuts the retailer is making as it invests more in generative AI for customer service.
The tactical shift is part of a larger trend occurring across retail as companies restructure customer service teams to better account for the changing preferences of consumers, who are increasingly comfortable interacting with bots while voicing complaints on social media.
Fuente de nota e imagen: https://adage.com/article/marketing-news-strategy/ais-increased-role-customer-service-and-what-it-means-brands/2555081