AI agents are rapidly moving into customer service, but the management model around them is still immature. Many organizations continue to talk about agents as digital employees. It is an easy metaphor to understand, and vendors have encouraged it. Yet the comparison becomes dangerous when it influe
AI agents are rapidly moving into customer service, but the management model around them is still immature. Many organizations continue to talk about agents as digital employees. It is an easy metaphor to understand, and vendors have encouraged it. Yet the comparison becomes dangerous when it influe