Customer Service and AI

Abstract

Dianna and Fred discuss customer service and AI: focusing on the impacts and challenges presented by the adoption of Artificial Intelligence (AI) for customer service.

Key Points

Join Dianna and Fred as they discuss the critical function of customer service, focusing on the impacts and challenges presented by the adoption of Artificial Intelligence (AI).

Topics include:

• Frustrating experiences with poorly implemented AI customer service systems.
• Customer loyalty developed by providing excellent, personalized service.
• Changing performance metrics from tracking call duration to maximizing problem resolution on the first attempt.
• Building a strong foundation of managed information before implementing AI in customer support.
• View customer service as an integral company function, rather than simply a cost center.

Enjoy an episode of Speaking of Reliability. Where you can join friends as they discuss reliability topics. Join us as we discuss topics ranging from design for reliability techniques to field data analysis approaches.

Show Notes

The adoption of Artificial Intelligence is disrupting how companies manage customer interactions. This is leading some organizations to slash headcount in customer service roles to offset costs. However, this shift often comes with extreme user frustration. Poorly implemented AI chat and phone systems fail to understand questions, redirect callers in loops, or provide relevant answers.

Customer service is a crucial interface for customers who have questions or problems. Organizations that treat customer support with a “white glove” approach tend to cultivate better customer loyalty and gain valuable information for improving their products. Users generally do not mind if their support comes from a human or AI, provided the system capably solves their issue.

For AI implementation to be successful, a company must intentionally manage the information that serves as the foundation for the AI system. Using AI to automate an already poor customer support process is ineffective. To enhance service, organizations need to transition their metrics away from simply tracking minutes per call and instead focus on whether the first call successfully solves the customer’s problem.

Ultimately, companies benefit when they transition their viewpoint of customer service from a cost center to an integral part of the organization. Cutting corners on quality service, such as refusing assistance for a known design issue, can result in the loss of a lifetime customer.