Financial services CX leaders have been searching for the perfect tools to improve customer service and grow their business for years. ChatGPT has been proposed as a game-changer in the industry, with some suggesting it could replace human workers. However, Matt McConnell, director of Intradiem, which specializes in automated intelligence solutions for customer service teams, disagrees. He founded his company in 1995 with the goal of reinventing customer service through AI and automation, but he believes that human interaction is essential in the CX journey. McConnell outlined three considerations before fully committing to AI services like ChatGPT in an interview with The Fintech Times.
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