Why AI Improves Complaint Outcomes

Unlike some reporters, Fortune’s Nick Lichtenberg isn’t afraid of AI—in fact, he’s whole-heartedly embracing it. WSJ’s Isabella Simonetti shares how Lichtenberg is a bellwether for where much of the media business is headed. Plus, Minkyu Shin, an assistant professor of marketing at the City University of Hong Kong, explains why using AI to write a customer complaint might yield better results.

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