The Risks and Rewards of AI in Customer Service with Matt Price

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

1. How can companies effectively balance AI automation with the human element in customer service? 
2. What are hidden sources of waste in customer service operations, and how can they be eliminated? 
3. Why is it important for organizations to move away from viewing customer service as just a cost center? 
4. How can businesses ensure a smooth transition from legacy systems to cloud-based customer service solutions? 
5. How can AI be used to enhance, rather than replace, meaningful human engagement? 

Top Takeaways

• Customer service is enhanced when it combines the strengths of artificial intelligence with human capabilities. While AI can handle simple and repetitive tasks, making things faster and more efficient, human agents can excel in complex situations where empathy and emotional understanding are needed. 

• Customer support is often seen as a way to deal with problems and mistakes. However, when done right, customer support not only keeps customers loyal and happy but also drives future sales. 

• Companies sometimes attempt to save money by delegating most customer service tasks to AI. However, if AI isn’t accurate or easy to use, it can end up costing more. You might lose customers who get frustrated, or spend extra time fixing AI’s mistakes. Use AI that is the right fit for your organization and always have backup plans in place for when your customers need human support. 

• Instead of waiting for something to go wrong, companies can use new technology to help customers before they even reach out. For example, companies can offer AI support to stay with a customer through the whole process of unboxing and installing their product.  

• Organizations that prioritize customer service tend to achieve better results. Customer service isn’t just something you “have to do.” It can be your company’s main way to stand out from your competition.  

• Plus, Shep and Matt discuss how companies can move from deflection (using AI or technology to handle customer inquiries and divert them away from live agents) to customer engagement. Tune in! 

Quotes:

“AI is changing and improving all the time. Your business is changing and improving . You need to establish feedback loops to ensure that handoffs remain seamless for your customers and employees, and you never force AI to do more than it should.” 

“AI will be about jobs changing rather than jobs going away. Customer service roles will evolve, deepen, and offer more opportunities for career growth.” 

“For most organizations, it’s incredibly difficult to implement AI in a way that delivers high-quality customer experiences. And if it’s not high quality, then it becomes more expensive and the purpose is lost. AI can help companies save money, but when it doesn’t work, it ends up costing more by losing customers or needing more time to fix mistakes.”

About:

Matt Price is the CEO and co-founder of Crescendo, a customer service platform that combines AI technology with human expertise to deliver exceptional customer support 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.