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With the increase in virtual assistants like Alexa and Cora, we've explored customers' attitudes to interacting with robots and examined the ethics of using virtual assistants for customer service, whilst investigating whether AI can experience and express genuine empathy and how this affects its ability to engage with customers.

In this whitepaper, we explain why we believe that AI has the potential to enhance customer service operations and support human agents in their customer care roles and have outlined current best practises for using them within CS.

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