For the first time, AI could enable excellent customer service online at scale
AI changes what customers experience: instant, personalized responses w/ minimal wait times enabling more targeted & relevant support
AI changes what Q&A support agents do: AI bots can't answer all questions, and complicated Qs will still need some manual intervention
AI changes the KPIs for support: metrics like response time, resolution time might become less relevant - metrics related to quality of responses & customer satisfaction w/ AI service might become more important
AI changes roles & makeup of support teams: Bot logic building, orchestration, and conversation design could become new roles
Share this post
[#21] Customer service online & at scale
Share this post
For the first time, AI could enable excellent customer service online at scale
AI changes what customers experience: instant, personalized responses w/ minimal wait times enabling more targeted & relevant support
AI changes what Q&A support agents do: AI bots can't answer all questions, and complicated Qs will still need some manual intervention
AI changes the KPIs for support: metrics like response time, resolution time might become less relevant - metrics related to quality of responses & customer satisfaction w/ AI service might become more important
AI changes roles & makeup of support teams: Bot logic building, orchestration, and conversation design could become new roles