My recent experience with two well-known companies and their customer service paints a very telling and familiar picture about the role of automation. One was much more personal in its approach, while the other relied too much on AI. The former nailed responsiveness and got the sale, while the latter has left me feeling drained.
The truth is, the more personal company, the one that makes its buyers feel heard and valued, will win every time. This is a story, that in so many words, every buyer has told at one point or another.