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  "documentTitle": "2025 The AI Dossier",
  "authorId": "Deloitte",
  "authorName": "Deloitte",
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  "notes": "Part of 'The AI Dossier' series. Includes a navigation sidebar with icons.",
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      "text": "HOW AI CAN HELP. A conversational agent: AI can enable new ways of engaging with customers, using speech-to-text and natural language inputs to generate empathetic and personalized conversations for aftersales support and handling customer complaints. Better use of human capital: Because generative AI can provide instant, personalized responses to customer queries, offer relevant solutions, and engage in conversations, customers can gain faster response and resolution, and organizations can free up human agents to focus on more complex customer issues.",
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      "text": "AI-enabled virtual agents can improve the customer experience by providing real-time, personalized support and creating new ways of interacting with customers.",
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      "text": "Customer Service",
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      "text": "ISSUE/OPPORTUNITY. After purchase, customers may seek information or support around a product or service. While traditional call centers have implemented basic AI capabilities to automate responses to customer inquiries, the automation is often limited in its capacity to interpret customer questions and respond in a conversational and helpful way. The need is to accurately and proactively respond to customer inquiries and online trends in an efficient and effective manner.",
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