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Are CCaaS vendors digging their own graves with their new AI toy?

June 28, 2023

Via: No Jitter

Peugeot 208 GTi or a Mini Cooper S? Which one would you drive? It’s the same engine in both cars but, as long as that engine has got the right bits doing the right thing very few people care. There are a percentage of petrol heads that would say “I drive a 208 GTi with the 1.6 litre turbo four cylinder in line turbo petrol Prince engine” — but they don’t have any friends. The people who care about engines are the people who make engines, not the people who drive the car. And that highlights a crucial truth: what vendors believe is important and what customers prioritize are often different.

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