Can AI Make Customer Service More Human?
Sedrak and Gavin Scott talk about AI in customer service: handing a chat to a person without making the customer repeat their story, and the skills support teams need as AI takes on routine work.
Buzzsprout
Amazon Music
gavinscott.me- Released
- Length
- 65 min
What we talked about
- 5:07
How Sedrak's AI agent found the show and booked him: it searched for podcasts, filled out the booking form, and checked his calendar so it wouldn't book over his busy hours.
- 19:34
From his time as a general manager: a shared Slack channel where support and sales could ask the IT team about features and bugs while still on a call or chat with a customer.
- 23:47
Chatbots, assistants, and AI agents: a chatbot follows set rules, an assistant finds information, and an agent does the digital work itself.
- 33:03
When an AI can't solve a problem, it should pass a short brief to a person, so the customer doesn't have to tell the story again.
- 39:08
What to automate: digital work that's repetitive and that you dread doing.
- 45:37
What support people need now that AI handles routine work: keeping conversations smooth, telling customers what you're doing, and making them feel heard.
Making you repeat the same story, or making you feel more uneasy by not providing context or information, is making it 10 times worse. That's the worst thing you can do to a customer.