Talkdesk：2021年人工智能时代来临： 以客户和员工为中心的数据驱动旅程报告（英文版）

As deployment of AI in customer journeys matures, so does the way in which executives see the technology’s role. Increasingly, AI is coming to be seen not as a ‘robot replacement’ for human interactions, but rather as a ‘helper’, enabling customer service, sales and marketing staff to focus their decision-making and energy on the kinds of work they do best. AI leaders see engaging, learning, understanding and responding as the most powerful capabilities that AI brings to CX, and are mindful o