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Business · 9 November 2026

EY says AI alone won't transform customer service, calls for operating model reset

EY's report warns that merely adopting AI tools is insufficient; companies must redesign operating models, technology systems, and workforce capabilities to integrate AI into existing customer service processes.

Why it matters

Plan product roadmaps to include integration layers for AI, as EY notes standalone AI tools won't deliver value without system redesign.

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Read at Economic Times
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