Simple automation doesn’t cut it anymore. In a time where enterprises are struggling to get agentic pilots off the ground, customers are losing patience with irrelevant outputs that don’t solve their problem and have to repeat their story all over again when they eventually reach a human. Customers now expect fluid, natural conversations with AI that understands their unique needs and proactively resolves them without constant prompting on the channel they prefer, paired with a frictionless handoff when the human touch is required.

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