Shep Hyken interviews Richard Smullen, CEO of Pypestream, an AI-powered self-service automation platform. He talks about how automation and generative AI can enhance the customer experience and the potential for self-service interactions.
“In three to five years, I don’t believe that I’m still going to phone a call center except for very high touch, high value, emergency type of situations that need that human interaction on the other end.”
“Organizations may not see a reduction in headcount if they are using AI to augment humans, not replace them.”
“AI uses all the available data to create personalization and make a much more meaningful recommendation for the end user.”
“The customer is not going to believe that they are building a relationship with the AI. They are going to believe that they are building a relationship with the business that happens to be using AI. That level of connectivity and personalization that AI can help a business provide is what is going to drive loyalty.”
Richard Smullen is the founder and CEO of Pypestream, an AI-powered automation platform. Pypestream connects businesses to customers through self-service automation and smart messaging.
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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