The Parts of Customer Service That Should Never Be Automated

In Pixar’s WALL-E, oversized humans recline on levitating barcaloungers and are dressed, primped, polished, and served, entirely by robots. Fiction? Maybe not; consider Amazon Go or a whole host of other automated services in which machines take the place of humans. While some of these innovations …

Harvard Business Review - Ryan W. Buell • 2236d

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The Parts of Customer Service That Should Never Be Automated

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