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Top Takeaways:


“AI can help agents by reducing the amount of menial tasks so they can focus on the more complex work that they need to do.”  “You are much better off upskilling agents and getting them to be productive than churning them and having to train new ones.”  “The way a company deals with customer support tickets and the way they deal with their customers becomes a differentiating factor. Companies need to give their agents tools to resolve problems in a higher-value way.” 


Boaz Hecht is the co-founder and CEO of, a company that uses AI and machine learning to reduce costs by eliminating repetitive processes in customer support workflows.  Shep Hyken is a customer service and experience expert, New York Times bestselling author and award-winning keynote speaker. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   
  1. How does AI play a role in streamlining repetitive tasks? 
  2. What types of customer support tickets can be automated with the help of AI? 
  3. How are large companies incorporating AI into their customer support platforms? 
  4. What is the impact of AI automating simpler customer support tasks? 
  5. How can AI help agents focus on high-value tasks in customer service?

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