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By using social accounts for addressing all kinds of customer queries, companies are expanding their customer experience strategy. . This allows support teams seamless access to customer information and complaints on the same platform. Netflix has a dedicated Twitter account called NetflixHelps to respond to customer complaints.
According to an MIT Technology Report , 90% of survey business respondents said that conversational AI has drastically improved complaintresolution speed. But the next evolution will make AI tools capable of even predicting what the customer needs using bigdata and highly personalized customer profiles.
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