How a Simple Search Bar Creates a Better Customer Experience with Chris Blaisure

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Top Takeaways:

• Businesses use advanced technology like search and generative AI to create better customer experiences. When customers visit a company’s website and use the search bar to find information, the technology behind it can provide relevant and helpful results, making it easier to get the answers they need. 

• Searching on the internet used to be about using keywords, but now it’s smarter! It understands what you really want and gives you better answers. This shift allows customers to ask broader questions and receive accurate responses, improving the effectiveness of search platforms and thereby improving customer service. 

• Customers can now use everyday language to get better results that accurately match what they are looking for. For example, instead of searching “discount iPhone,” customers can ask, “I want the best family plan for an iPhone in California.” The answer or response suits what the customer needs better. 

• While digital self-service solutions continue to evolve and enhance the customer experience, phone support remains essential for customers to interact with companies. The goal is not to eliminate phone support but to augment agents with AI-driven tools. This allows support agents to focus on more personalized and complex issues. 

• Generative AI and advanced search technologies can help build unique customer experiences. Creating meaningful and personalized customer interactions with the help of AI-powered technology can help brands set themselves apart from the competition. 

• Plus, Chris shares how Elastic started and evolved from searching kitchen recipes to delivering AI-powered CX. Tune in! 

Quotes:

“Self-service unblocks customer support… and enables a better customer experience.” 

“The phone is not dead. It will be a while before we are at the point where you don’t need a phone number to call or a support agent to contact.”  

“Generative AI and large language models like Chat GPT have revolutionized how we interact with chatbots, allowing for human-like conversations.” 

“AI presents an opportunity to build a unique customer experience, separate yourself from the competition, and positively impact your brand.” 

About:

Chris Blaisure is the senior director of innovation and engineering at Elastic. He is a technology leader focused on customer satisfaction and driving exceptional user experiences in software and processes. 

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 the role of generative AI in improving customer experience? 
2. How has the use of generative AI in customer support evolved over time? 
3. How does Artificial Intelligence enable personalization? 
4. What impact has technology had on the customer support industry in terms of job roles? 
5. How can AI help make customer support agents more efficient?