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  "documentTitle": "2025 Executive Perspectives Unlocking Impact from AI",
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      "text": "1. Repeat rate calculated as % of calls with re-calls in the following 24 hrs. (i.e., 1-FCR); 2. E.g., proactive order status update; FTR = first-time-right; AHT = average handling time; prio. = prioritization; Source: BCG project experience; BCG analysis",
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      "text": "Use structured evaluation frameworks; Prioritize use cases by value and complexity; Track ROI throughout development; Regularly adapt priorities based on results",
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