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Everyone is talking about AI, but not everyone knows what it can actually do. In this candid conversation , Luc Cavelier, EMEA Head of Business Development at Bright Pattern, says many companies are investing in AI simply because their board has told them to. He also warns that once you add up the running costs, AI can end up costing more than the human agents it was meant to replace.

Luc explains why data sovereignty is now a boardroom priority, with organisations wanting both their data and their AI kept inside their own borders. He compares Europe’s 9 to 5 approach to customer service with the always-on approach in the Middle East. He describes how real-time translation could let customers anywhere talk to agents anywhere in their own language. And he asks whether AI is heading the same way as robotic process automation.