Your Brand’s Dumbest Employee Is Now AI
The end of hold music and the future of customer service.
Almost all AI adoption leads back to the same question: what to keep and what to slash on the altar of efficiency. And nearly all AI adoption has the same problem: people keep things that should be cut and slash things that should never be slashed. And nowhere else is this more visible than in customer service.
Of course, it is visible in CS. It is the frontline of our brands. People make buying decisions just based on how CS performs. Any award-winning marketing campaign can tank in numbers if your CS has a bad rep.
This week, we bring you news (among others) on how others are approaching this problem.
Within the fine details, a clear path emerges for everyone to follow to succeed in building better services with AI.
Slash the elevator music. Customer service shouldn’t put you on hold. It should be lightning fast. Customers should be able to talk to CS within seconds. If it’s an AI bot, let it be.
Keep escalation human. Let AI handle the meaningless stuff, like password resets and admin tasks. No brand value will be built on repeating shipping details 40x a day. But keep the human reps in charge to handle the complex issues.
Put AI underneath everything. CS is a goldmine for marketing and sales, filled with insights and data. AI should do the handshake between CS, sales, and marketing - automatically, autonomously, and always-on.
The future of service should stay human. But AI should put superpowers in every CS agent’s hands.
