Service design must fundamentally shift as AI agents become customers themselves rather than just tools for handling human interactions. Organisations need to move beyond incremental improvements to traditional systems—replacing rigid IVR menus with conversational AI, consolidating fragmented knowledge systems into unified retrieval platforms, and democratising data access through natural language interfaces—because the companies that eliminate these operational blockers first will reset customer expectations in ways competitors cannot easily match.
When your customer is a machine: Rethinking service design for AI agents | CX Network CX Network
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