The Evolving Role of AI in Customer Service with Cisco’s Anurag Dhingra

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

1. How can businesses bridge the gap between customer expectations and satisfaction? 
2. What role does artificial intelligence play in enhancing customer service interactions? 
3. What are the benefits of proactive communication in customer service? 
4. How can AI-driven tools support customer service agents in delivering better service? 
5. Why is it important for companies to prioritize customer experience over cost optimization? 

Top Takeaways

• There is still a huge gap between what people expect from their customer experience and what they are getting. If you ask a someone if they are happy with their previous customer experiences, the answer will likely be no. Fortunately, we now have the technology to elevate the experiences we can deliver to our customers.  

• Technological advancements, especially in AI, present many opportunities for organizations to enhance customer service and experience. AI can help streamline processes, provide real-time insights, and assist agents in answering customer inquiries more effectively. 

• Companies need to be thoughtful when implementing AI solutions. While cost optimization is important, it should not overshadow the goal of enhancing customer experience. Businesses should prioritize strategies that directly impact customer satisfaction, such as reducing wait times, creating personalized experiences, and anticipating customer needs.  

• Personalization is crucial in creating amazing customer experiences. Customers now expect companies to recognize their preferences and past interactions. Delivering a personalized service can make customers feel valued and understood, strengthening brand loyalty. 

• In addition to traditional methods of communications, like phone calls, modern consumers also communicate across various platforms like social media and text messages. Companies need to meet their customers in the channels where they prefer to interact. Offering multiple communication options allows customers to reach out in their preferred way, enhancing engagement and satisfaction.  

• Today, the best use case for AI is helping customer support agents, acting as a co-pilot providing real-time assistance and recommendations. AI can enhance agent efficiency by summarizing interactions and handling routine tasks, freeing agents to focus on complex issues. Technology should empower humans, not replace them. 

• Plus, Anurag and Shep discuss why it is important to always let customers know when they are talking to AI. Tune in! 

Quotes:

“Anyone in the organization can be a customer service representative. Because there are now multiple ways to engage with a brand, anyone has the opportunity to do a job that delights the customer.” 

“Even with the availability of self-service options, the human touch still provides a higher degree of trust, especially when things are mission critical or the customer is under pressure.” 

“Customers want to engage with the brand on their own terms. With so many communication options, the customer expects to be able to communicate with a brand the way they communicate with their friends, family, or colleagues.” 

“AI will cause jobs to shift. Human agents will start to become relationship managers for brands. We should focus on helping the customer and training human agents to become a key part of relationship building.”

About:

Anurag Dhingra is the SVP and General Manager of Cisco Collaboration. He leads the technology vision, strategy, and direction for the Cisco Collaboration. He is also on Cisco’s Human Rights Advisory Council and the founder of Cisco’s Responsible AI initiative. 

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