Building Human-Centered AI in Customer Service and Experience
Shep Hyken interviews Seth Dobrin, IBM‘s first Global Chief AI Officer, leading the company’s corporate AI strategy. He shares how businesses can take a human-centered approach when utilizing AI to help their customers.
“The ultimate goal of the AI is not to have a cool project. The goal is to drive business value through providing great customer care.”
“When leveraging data and AI in your business, you need to focus on who uses the AI and who it impacts.”
“AI technology must begin with understanding humans, the language we speak in business, and in interacting with each other.”
“During the pandemic, we saw a huge acceleration of organizations, companies, governments, and healthcare entities using AI for customer care. Leveraging AI was able to deflect 90% of the conversation, so that the 10% who really needed to speak to a human could.”
Dr. Seth Dobrin is IBM’s first Global Chief AI Officer. He is recognized as AI Innovator of the Year 2021 at the AIconics Awards and named one of Corinium’s Top 100 Leaders in Data & Analytics 2022
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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