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Episode Info: Antony Francis, CEO of Head of Lettuce Media, talks with me about automation in social media. Social media, as a customer support channel, is currently primed for human error and the robots can help us. Antony makes the case that, when done well, automation is all about increasing user experience (despite people’s adverse reaction to poor attempts). Automation in social media, like everywhere else, can streamline mundane tasks to reduce errors and free up humans to do the more interesting things.
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