2026热潮褪去 回归现实:AI 时代的客户服务研究报告(第二版).docx

2026热潮褪去 回归现实:AI 时代的客户服务研究报告(第二版).docx

STUDY

Whenthehypefades,

realityhits

CustomerserviceintheageofAl

Edition2|2026

POTLOCRoland

Berger

MANAGEMENTSUMMARY

Whenthehypefades,realityhits

CustomerserviceintheageofAI

ThehypearoundAIincustomerservicehasfaded–

buttherealitymaybeevenmorecompelling

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