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Artificial Intelligence (AI) and Machine Learning have already changed the customer journey, ecommerce and the overall shopping experience. AI tools are now being used to assist contact center agents, salespeople and supply chain inventory management. AI should be part of the solution, but not the exclusive answer to a problem. It should be used proactively and intentionally, with the customer journey in mind, to ensure the power of information does not do more harm than good to the customer relationship.
