Why do we hate being assisted by a bot, but love talking to ChatGPT?
A few years ago, when a company said “you’ll be assisted by a bot,” you knew something bad was coming. Today, millions of people spend hours happily chatting with ChatGPT. They share personal problems, ask for advice, ideas, complex explanations… and even companionship. So the uncomfortable question becomes inevitable: Why do we hate being assisted […]
3 Maturity Models for Applying AI in Customer Service
In the race to implement artificial intelligence in customer service, many companies forget a key question: Who is in control of the virtual agents? Just like human agents need training, supervision, and clear guidelines, virtual agents do too. Technology is not the biggest risk. The biggest risk is losing control of the service experience. That’s […]