Friction isn’t always a bad thing, especially when companies are looking for responsible ways to use AI. The trick is learning to differentiate good friction from bad, and to understand when and where adding good friction to your customer journey can give customers the agency and autonomy to improve choice, rather than automating the humans…

"Automated customer service agents became the top Artificial Intelligence (AI) use case for the Indian organisations in 2020 as the Covid-19 pandemic kept millions at home and face-to-face interactions diminished across industries, according to a new report." Automated customer service agents became the top Artificial Intelligence (AI) use case for the Indian organisations in 2020…