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Artificial Intelligence is having a major impact on customer experience (CX). Consumers are surrounded by technology as a means of interacting with brands, often experiencing several levels of automated communication alongside the option to speak to a human. In some cases, however, there is no replacement for human interaction and therein lies the challenge.

Brands must strike the balance between AI and the individual. Too much AI and the human may become alienated but, not enough, and companies are at risk of losing pace....

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