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AI-powered customer service tools like chatbots that rely on large language models (LLM) aren't new: 41% of organizations use ...
Lakhani, Karim R., Yael Grushka-Cockayne, Jin Hyun Paik, and Steven Randazzo. "Customer-Centric Design with Artificial Intelligence: Commonwealth Bank." Harvard Business School Case 622-065, October ...
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