Call center

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  Tech & AI

  When Aflac Integrates AI into Customer Service — And When It Doesn’t

  Insurance brand Aflac is piloting generative AI company-wide, including integrating it into its call center. SVP Keith Farley discusses balancing automation and empathy.

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  Agencies

  What You Can Learn from Phone Calls

  You may think you’re listening during phone calls with customers. But are you really hearing what they’re saying to you?