Technology
The role of AI in modern customer experience
Where technology can support people without making service feel less human.
AI can help organise knowledge, summarise interactions and make useful context easier for people to find.
It should be applied with clear oversight, appropriate privacy controls and a realistic understanding of where human judgement remains essential.
The strongest approach uses technology to support people, while keeping responsibility and customer care visible.
This article provides general information only. It is not legal, regulatory, security or professional advice.