How Artificial Intelligence Can Supercharge Employee and Customer Experiences with Jim Payne

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

1. How is AI transforming both employee and customer experiences? 
2. Can AI be utilized effectively in smaller companies with limited budgets? 
3. How does AI improve efficiency and productivity for customer service teams? 
4. What is the impact of AI on employee retention? 
5. What are the challenges related to integrating AI into existing customer service systems?

Top Takeaways

• Artificial Intelligence is significantly impacting both customer and employee experiences. The latest research by RingCentral and Metrigy has uncovered that over 80% of companies are using or planning to use AI to enhance customer and employee interactions this year.  

• The cost of using AI for business has dramatically decreased. In the past, deploying AI would mean a considerable investment needing data scientists and experts to implement. Today, it has become more accessible to even small and medium-sized businesses. The benefits of AI, such as increased productivity and efficiency, are no longer exclusive to large organizations. 

• AI will not replace human employees. Instead, it will augment their capabilities, make their jobs easier, and empower them to serve more customers. 

• By automating repetitive, mundane tasks, AI allows employees to focus on more meaningful work. In customer support,  AI can manage routine inquiries and free agents to tackle more complex issues that need human-to-human interaction. This boosts productivity and reduces stress and burnout, leading to a happier workforce.  

• Inconsistent experiences with digital tools may cause customers to hesitate to choose self-service options. Companies must ensure their AI systems are reliable and user-friendly to encourage more customers to embrace them.  

• AI creates seamless experiences for both customers and employees. Whether a customer is talking to a chatbot or a human agent, all relevant information can be retained and accessible. This prevents customers from having to repeat themselves. It also empowers employees with the information they need to resolve issues quickly. 

• By integrating AI solutions, businesses can enhance their existing workforce. AI helps shorten the time an agent needs to solve problems. In their recent study, RingCentral and Metrigy found that AI helps reduce the time to complete a call by 39% on average. This allows contact centers to handle higher volumes of inquiries with fewer agents, bridging staffing gaps and improving the overall service quality. 

• Plus, Shep and Jim share innovative ways AI is being used to support customer service agents. Tune in! 

Quotes:

“AI supercharges people. It doesn’t replace human-to-human interaction. It just makes everything better, faster, and easier.” 

“Back in the day, if you needed to use artificial intelligence in your business, you would need a team of data scientists. Now, there are companies that can do that on your behalf, so you can just plug it in and start working. You don’t need to be an expert in the field to start taking advantage of artificial intelligence.” 

“From an employment standpoint, I see AI as an augmentation. It makes the employee’s job easier and makes them more effective. It gives them the information they need right when they need it. As a byproduct, they don’t feel as stressed and as frustrated.” 

“Take a holistic approach to artificial intelligence. If you are putting in a point solution, it can create confusion in the customer journey. Invest in something more comprehensive to get all the benefits of AI ‘from the cradle to the grave.'” 

About:

Jim Payne is the Director of Product Marketing, Customer Engagement at RingCentral. He specializes in Artificial Intelligence and Machine Learning and how they can be applied to improve customer experiences.

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