Generative AI is changing the world of customer service. From deflection and reducing agent headcount using virtual agents/chatbots, or using automation to reduce handle time and after-call work, a lot of the conversation about generative AI in the customer service space has been centred around cost reduction. But what are some of the more exciting, emerging use cases for AI in the space? And what key challenges can be solved?In this episode of the EM360 Podcast, Analyst Zeus Kerravala speaks to Ping Wu, CEO at Cresta, to discuss:Improving experiences for the end customerHow AI can transform your businessAdvice for large enterprises attempting to build these solutions in house

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