{
  "id": 15840111,
  "title": "AI in customer experience Finding the right level of automation",
  "url": "https://urgent.news/2026/10/21/ai-in-customer-experience-finding-the-right-level-of-automation",
  "topic": "ai",
  "section": "AI",
  "published": "2026-10-21T02:03:21.000Z",
  "source": {
    "name": "Vietnam Investment Review",
    "slug": "vietnam-investment-review",
    "url": "https://vir.com.vn/ai-in-customer-experience-finding-the-right-level-of-automation-163279.html"
  },
  "original_language": "en",
  "account": null,
  "summary": "AI is creating new opportunities to transform customer interactions from automating routine tasks and empowering employees to analysing customer needs and personalising services",
  "key_points": [],
  "editors_take": null,
  "illustration": null,
  "coverage": {
    "outlets": 1,
    "also_reported_by": []
  },
  "ai_generated": true,
  "disclaimer": "Summaries, key points and the editor’s take are written by software from other outlets’ reporting and may contain errors — always check the linked original."
}