Human-Centric AI in Customer Service with Nick Glimsdahl

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

1. What is human-centric AI? 
2. How can companies find the right balance between automation and personal customer interactions? 
3. What are the biggest risks of over-automating customer support processes? 
4. Why do so many AI projects in customer service fail? 
5. How can organizations manage change effectively when implementing AI-driven solutions for customer experience? 

Top Takeaways

• Artificial Intelligence can help make customer service faster and more efficient, but it should never completely replace people. Humans are still essential for understanding emotions, showing empathy, and solving complex problems for customers. 

• Don’t jump into new technology just because it’s trendy. Don’t use AI for the sake of using AI. Companies should ask themselves what problems they want AI to solve and what a successful outcome looks like. 

• Over-automation can hurt customer service. It’s easy to get excited about what AI can do and try to automate everything. Companies should use AI for simple tasks, but always provide customers with a clear way to connect with a live person when needed. 

• AI, just like humans, can make mistakes. Whether it’s providing incorrect information or making unusual decisions, AI hallucinations can occur. Companies that succeed with AI are always ready to learn from their mistakes by updating their systems, and refining AI training. Turn every mistake into an opportunity to keep improving. 

• Trust is the heart of any great service experience, whether powered by AI or humans. Companies must be honest, transparent, and consistent with their customers, especially when introducing new technology. Asking for customer feedback to gauge whether they trust the answers they are getting or feel confident in using the new technology can help companies measure success and look for ways to enhance the experience. 

• AI is not just about helping customers. It also helps empower employees. When companies use AI in the background to lighten the workload for their teams, including summarizing calls, handling after-call work, or providing relevant information in real-time, employees can focus on solving complex problems and making customers happy.  

• Plus, Shep and Nick talk about why it’s crucial to stay flexible and keep evolving with technology. Tune in! 

Quotes:

“Artificial Intelligence can mean a lot of things to a lot of people. Companies might say, ‘We want AI,’ but if you don’t clearly define what that means, it might not deliver the results you want.” 

“Eighty percent of AI projects fail because many companies start tech-first instead of outcome-first.”  

“Ask your frontline team what they’re hearing from the customer’s side. Let them test out the new technology before it rolls out. You want feedback from people who know the pain points firsthand.” 

“Focus more on trust, transparency, and consistency than just high-level metrics. It’s not enough to ask, ‘Would you refer us to a friend?’ You need to know if customers really trust the answers and the experience you provide.”

About:

Nick Glimsdahl is a contact center strategist and author of The Heart of Service: A Blueprint for Human-Centric AI in Customer Service. He is also the host of the Press 1 For Nick podcast. 

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