AI and Customer Service: Is the Promise Kept?

Discover the 2nd edition of the Ipsos study, which deciphers and anticipates the changes in a rapidly changing sector! While artificial intelligence is being deployed on a massive scale, the French are more than ever demanding human contact. Defiance, disillusionment or simple reframing? In this replay, Tersea & Ipsos reveal surprising and sometimes counterintuitive insights: What uses of AI are really popular? Where does it become a brake in customer relations? What human/technology balance are consumers willing to accept? 

But that’s not all… Beyond trends, the webinar also analyzes the business impact of customer service: How do irritants influence loyalty and purchasing behavior? Is customer service still a cost centre? Or does it become a strategic lever for brand attachment?