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Future-Proofing Customer Service with Artificial Intelligence with Anuj Bhalla

Generative AI’s Impact on Customer Service and Employee Empowerment

Shep Hyken interviews Anuj Bhalla, Founder & CEO of serviceMob, an AI-powered analytics platform that helps businesses measure and monitor their customer service performance. He talks about creating exceptional customer experiences while adapting to the changing landscape of the service industry.

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

  1. How can companies prepare for the potential impact of AI on job roles in the service industry? 
  2. How can companies effectively measure and manage processes to improve customer service experience? 
  3. What impact does AI have on workforce optimization and the need for reskilling in the service industry? 
  4. What role does “augmented intelligence” play in supporting employees in their roles in the service industry? 
  5. How does AI contribute to enhancing productivity and efficiency in the service economy?

Top Takeaways:

  • Staying ahead of industry trends involves embracing technology. Artificial intelligence (AI) plays a critical role in analyzing and improving customer service. AI can offer companies access to valuable insights into customer behavior and preferences, adding value to the customer journey. 
  • Organizations need to know what data and information they should be measuring and tailor it to the processes that make sense to their business.  AI can help us know what data we have and what data we need. 
  • Despite AI’s advancements, it’s important to recognize that there are situations where human intervention is irreplaceable. In some instances, customer service problems may require personalized attention and empathy, which AI might struggle to provide. Balancing technological innovation with the human touch ensures that customer needs are effectively met across various scenarios. 
  • As AI becomes increasingly integrated into the workforce, the creation of new job roles specifically meant to complement AI’s capabilities increases. Instead of eliminating jobs, embracing AI could open new career paths and opportunities for employees. 
  • With user-friendly technologies, the process of reskilling the workforce becomes more accessible, creating a workforce that is adept at leveraging AI tools to enhance productivity and deliver great customer experience. 
  • Plus, Shep and Anuj share their predictions on the future of customer service and experience. Tune in!  


“If you can’t measure it, you can’t improve it.” 

“I see AI as Augmented Intelligence versus Artificial Intelligence. It will enable us to do things more efficiently and, if we do things right, more effectively.” 

“The need for human assistance comes in when we have unique and complex issues that don’t have enough data to solve them effectively.” 

“You won’t lose your job to AI, but you might lose your job to someone using AI.” 

“Today, we have a  service economy more than ever before. We are moving away from transactional relationships, and creating great experiences that will be the defining moment of how any business will move forward.” 


Anuj Bhalla is the Founder & CEO of serviceMob, an award-winning software company that helps improve agent performance and enhance customer experience. 

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

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