How Leveraging Artificial Intelligence Can Be a Win-Win Contact Center Agents and Customers
Shep Hyken interviews Mario Matulich, President and Managing Director of Customer Management Practice. He talks about how organizations can use artificial intelligence and self-service options to empower support agents and elevate the customer experience.
“Customer preferences have shifted dramatically in the last couple of years. Many customers want to self-serve. They want to effectively find a quick resolution to their challenges without the assistance of another human being, and AI can make that possible.”
“Generative AI not only plays a major role in self-service for customers. It will assist agents to be more effective and efficient so that personalized experience will be much more elevated in the coming years.”
“We need to provide the right care and appropriate oversight to ensure that AI and automation strategies are rolled out with a customer-first mentality.”
Mario Matulich is the President and Managing Director of Customer Management Practice, a leader in market research, events, and customer-centricity. He played professional baseball for the Cleveland Guardians.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
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