In an Automated World, Human Hospitality Is a Competitive Advantage – Harvard Business Review
In the last decade, AI-powered chatbots have taken the realm of customer service by storm. The advent of generative AI in the last few years has only accelerated this drive. But as leaders race to adopt these systems, they would be well advised to consider a crucial factor: the value of the human touch in providing customer service—what we call deep hospitality.
Harvard Business Publishing:
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