A Gartner survey of 3,566 customers finds people are open to GenAI service but see access to a human agent as essential; half say GenAI makes their interactions easier.
Gartner’s Eric Keller lists three conditions for AI service that works: be transparent that customers are talking to AI, make its reasoning understandable, and make handing over to a human easy.
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OEPSAŞ, part of Zorlu Enerji, has rolled out two 24/7 AI assistants for customers in Afyonkarahisar, Bilecik, Eskişehir, Kütahya and Uşak.
Azerbaijan Airlines is preparing AI tools that automatically classify and route passenger requests and cut waiting times at peak hours.
Launched in April 2026, eGov GPT offers the 50 most-requested services and has been used more than 150,000 times. The ministry has also published a draft order for a voice AI assistant pilot at the national 1414 contact center.
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