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This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
  1. How does AI impact customer experience and satisfaction? 
  2. What are the key considerations for businesses when testing and implementing AI in customer service? 
  3. What role does knowledge management play in shaping the quality of AI responses in customer service? 
  4. How can AI help in providing personalized customer service? 
  5. What are the challenges and benefits of implementing AI in business? 

Top Takeaways

Quotes:

“AI management is actually knowledge management. Your AI is only as good as the data and knowledge that you feed it. If you put garbage in, you might get garbage out.”  “In this world where we have computers in our pockets, it’s  important to meet your customers where they are and when they want to communicate.”  “Many companies are struggling having so much data right now yet have no ability to analyze and take action on it. Without AI assistance, the amount of time it takes to gather, collect, analyze, and then output data is longer than what the market demands.”  “AI has the potential to improve personalized customer experiences by leveraging customer data to assist agents in creating tailored interactions. Having all the data and knowledge in your hands when you need it is a huge game-changer.” 

About:

Elizabeth Tobey is the Head of Marketing for NICE‘s Digital Solutions group. She has held leadership roles in marketing, communications, community management, and customer experience across video game, social media, and cloud platform technology firms operating in both B2B and B2C.  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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