Beyond Bots: Embedding AI directly into workflows
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For the past few years, the conversation around AI in customer service has been dominated by bots. Smarter chatbots. Faster virtual assistants. Better conversational interfaces.
But despite all this progress, most enterprises are still asking the same question:
Why hasn’t AI meaningfully reduced cost-to-serve or improved operational control?
The answer is simple and often overlooked. AI has been deployed around the workflow, not within it.