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Service Design resources and insights

How Will The Metaverse Change The Way Customers Interact?

If you are not entirely sure what the metaverse actually is, you’re not alone. You’ll hear and see references to the metaverse everywhere at the moment, but what exactly is it? Different articles you read will all define it differently, but Wired has a helpful suggestion to make it more accessible, while also pointing out how abstract a concept it can be: “Mentally replace the phrase “the metaverse” in a sentence with “cyberspace.” Ninety percent of the time, the meaning won't substantially change”.

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Chatbots: Three service design challenges

Chatbots can revolutionize a company’s customer service by automating tasks and reducing case volume. However, they are only useful as an alternative to human customer service agents when designed properly. Poorly planned chatbots can frustrate and alienate customers instead.

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