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Customer service conversational assistants: Not getting better?

Fast Company's Marcus Baram asked In the age of Alexa and Siri, how come most customer-service voice assistants still suck? The article misses the chance to shed light on the role of UX design in creating great voice experiences. However, it reminds us how unevenly distributed the conversational future is despite the 20-year head start IVR had.

Executives almost all say that the customer experience is very important, but if they want to prove that, they need to improve it. They’re not focusing on what their customers really want, they don’t understand how important it is for customers.

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