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Download MIT SMR’s special collection exploring how the customer service experience is being augmented by AI-driven tools.

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Customer Service, Turbocharged by AI

About the special collection

In this MIT SMR special collection, Mary C. Lacity and Leslie P. Willcocks investigate a new approach to automating services; Jacques Bughin explains why a wait-and-see approach could be a costly AI strategy; and Prabuddha De, Yu Jeffrey Hu, and Mohammad S. Rahman detail five digital retailing mistakes to avoid.

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