When do consumers actually prefer the AI option (and why)?

AI agents are increasingly popular in customer interface. Sometimes they are the only option, others the default one before consumers are escalated to a human agent. One example of AI agents in customer interface that I mention frequently is AI-powered chatbots. Firms may use AI-powered agents to cut costs, because of their superior analytical capability or, even, … Continue reading When do consumers actually prefer the AI option (and why)?