Customer Experience
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Conversational AI and the Rise of Hybrid Customer Experience
Chatbots powered by advanced NLP have become table stakes for digital CX, yet 61% of consumers still feel bots lack empathy. The way forward is hybrid: AI handles FAQs while complex queries seamlessly escalate to humans.
Watermelon's 2025 survey (covered by Emerce) reveals that 66% of Dutch customer‑service managers credit AI with higher satisfaction scores. The challenge is maintaining a human touch while scaling support.
Target keywords: "conversational AI NL", "chatbot customer service", "AI‑driven klantcontact", "hybrid CX model".
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