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Business

New York's CafeX brings 'Uberified' customer service to Asia

Millennial-friendly online help offers alternative to toll-free frustration

With Live Assist, an agent could "enter" a customer's screen and highlight important points.

TOKYO -- For a generation that thrives on texts, tweets and instant responses, being put on hold for customer service is a sure deal breaker. Millennials just don't have time for toll-free numbers that may or may not lead to an agent with answers.

But what if getting hold of an agent was as simple as clicking an icon on a website or tapping one's smartphone to initiate a chat? What if a seamless transition to video conferencing allowed the customer to show exactly which part of a product might be broken? Or what if the agent could enter the customer's screen through co-browsing to solve a technical issue?

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