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The Role of AI in Customer Care

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.

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Top Takeaways:

  • What do we mean when we talk about AI for business? It is a technology that understands the language of your business and automates workflows and processes in a trustworthy manner that complies with regulations.
  • When organizations build AI, they make it to solve a problem, but they don’t often think of the humans that are involved until the end. When building AI solutions, we must start with who will use the AI and why. Then, recognize that the person using the AI technology and the person impacted by it may not be the same person.
  • AI technology can help us eliminate or reduce the human tendency to have biases when we’re driving decisions.
  • Seth also shares how we can understand the problems that our customers, employees, and contractors face and the value AI creates for them. Plus, we take a peek at the AI trends that we can expect in the very near future. Tune in!


“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:

  1. What is Human-Centered Artificial Intelligence?
  2. How is AI impacting customer service?
  3. How does AI enhance customer experience?
  4. Is AI replacing human customer service?
  5. How can companies make AI systems human-centric?

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