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AI is not delivering the customer service customers want or retailers thought it would. For all its promise, the lack of human touch, not to mention intuitive empathy, has made AI customer service a nightmare. Added to this, with a worker shortage, there aren’t enough human beings to come to the rescue. Join Robin Lewis and Shelley E. Kohan, TRR’s strategist, as they uncover why stressed-out customers (think financially strapped) are becoming increasingly uncivil to human customer service reps and unhinged with the AI experts (have you yelled at a chatbot recently?). The key question: Who owns service recovery?  Retailers need to get this one right.

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