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Aflac’s Customer Experience Strategy: Knowing When AI Should Step Aside For A Human

When should companies use AI in customer service, and when should customers talk to a human? Shep Hyken explores AI, empathy, and the human connection.

Aflac’s Customer Experience Strategy: Knowing When AI Should Step Aside For A Human

We haven't written up this one. Forbes has the full story — the link below goes straight to it.

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Token Buckets Do Not Belong on Free Inference

Admission control is a fence, not a conversation. A free language-model call is a variable-latency guess with an untrusted prompt surface, and it does not belong on the path that decides whether a…

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