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Empowering Humans to Be Human

How AI Can Help Companies Deliver Amazing Customer Experiences

Shep Hyken interviews Vit Horky. They discuss his book, Customer Service in the Transhuman Age, and ways AI and other tech can support customer service agents.

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Top Takeaways:

  • The concept of transhumanism is that we, as human beings, are able to transcend what we were capable of in the past thanks to new technology and innovations.
  • People use technologies such as AI in their daily lives more than they realize. A good example is a Google search. It is the artificial intelligence behind that search engine that allows it to work as well as it does.
  • Customers have very little trust in AI and chatbots when it comes to a need for deeper connection and communication. That’s where a human-to-human interaction is needed.
  • Our strengths as human beings are our emotional intelligence, our creativity, and our authenticity. AI should support human agents so that they are more able to utilize those strengths.
  • Many agents, especially in call centers, deal with repetitive problems. AI can assist by providing those agents (instantly) with the best responses for each situation.
  • A huge problem in call centers is employee retention. When employees leave, they take their knowledge and expertise with them. AI can help fill in the gaps.
  • Customers are in control today more than they have been in the past. Their expectations for service from a company are much higher—meaning companies need to step up to meet and exceed those expectations.
  • Companies need to invest in omnichannel technologies—meaning customers can connect with a company using the channel of their preference and have virtually no gaps in their experience between channels and even agents.
  • Above all, AI and other technologies must empower people to use more of their human potential.


“Humans are great at understanding and using emotional intelligence. It is very difficult to build a computer that can understand that.”

“Nowadays, customers really expect from you as a company that you will be there, you are waiting for them, you will respond to them in seconds—not minutes, not hours, not days.”

“The expectations of the consumer drive innovation within the company.”


Vit Horky is Senior Director of Digital Experience at NICE inContact. He previously co-founded and served as Co-CEO of Brand Embassy. Vit is also the author of Customer Service in the Transhuman Age.

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio.

This episode of Amazing Business Radio with Shep Hyken answers the following questions … and more:

  1. How can I use technology to improve my customer experience?
  2. How can I overcome employee churn in call centers?
  3. What should the role of AI be within customer service?
  4. How can I balance human-to-human with tech?
  5. How can I meet and exceed customers’ expectations for service and experience?

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