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Google Ushers the Future of Machine-to-Machine Customer Service, Analysts React

Summary by CX Today
It’s not too far-fetched to suggest that no one really enjoys calling a customer service department. That isn’t to say that they don’t value the work of the agent, it’s more to do with the rigmarole that comes with navigating multiple IVRs and waiting for an unspecified amount of time before they can even speak to an agent. This is where machine customers come in. Machine customers are AI-powered digital assistants that carry out service tasks o…
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Google Ushers the Future of Machine-to-Machine Customer Service, Analysts React

It’s not too far-fetched to suggest that no one really enjoys calling a customer service department. That isn’t to say that they don’t value the work of the agent, it’s more to do with the rigmarole that comes with navigating multiple IVRs and waiting for an unspecified amount of time before they can even speak to an agent. This is where machine customers come in. Machine customers are AI-powered digital assistants that carry out service tasks o…

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CX Today broke the news in on Wednesday, March 5, 2025.
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