Nirali Amin is the SVP Global Solutions and Success at LivePerson. She is based in the US. LivePerson recently published a report focused on the state of customer conversations and the emerging "AI gap" between the willingness of customers to use and accept AI customer service solutions and the willingness of executives to roll out these solutions. This gap points to a bigger picture that is focused on the digital transformation of customer service processes. Mark Hillary called Nirali to talk about the research and the bigger picture for tech solutions in customer service today. https://www.linkedin.com/in/nirali-amin/ https://www.liveperson.com/ State of Customer Conversations 2024: https://www.liveperson.com/customer-conversations-report Digital Transformation: https://www.liveperson.com/solutions/digital-transformation/