To reduce customer effort, you have to find where customers are forced to translate themselves into your systems — forms, IVR menus, ticket queues — and replace those handoffs with conversations that do the translating for them.

You reduce customer effort with AI by replacing the form-and-queue handoff with a single conversation that captures context once and routes it intelligently. Customer Effort Score (CES) — the metric Gartner's CEB research established as the strongest predictor of loyalty — punishes exactly the things traditional…