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This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   
  1. How is AI transforming both employee and customer experiences? 
  2. Can AI be utilized effectively in smaller companies with limited budgets? 
  3. How does AI improve efficiency and productivity for customer service teams? 
  4. What is the impact of AI on employee retention? 
  5. What are the challenges related to integrating AI into existing customer service systems?

Top Takeaways

Quotes: “AI supercharges people. It doesn’t replace human-to-human interaction. It just makes everything better, faster, and easier.”  “Back in the day, if you needed to use artificial intelligence in your business, you would need a team of data scientists. Now, there are companies that can do that on your behalf, so you can just plug it in and start working. You don’t need to be an expert in the field to start taking advantage of artificial intelligence.”  “From an employment standpoint, I see AI as an augmentation. It makes the employee’s job easier and makes them more effective. It gives them the information they need right when they need it. As a byproduct, they don’t feel as stressed and as frustrated.”  “Take a holistic approach to artificial intelligence. If you are putting in a point solution, it can create confusion in the customer journey. Invest in something more comprehensive to get all the benefits of AI ‘from the cradle to the grave.'” 

About:

Jim Payne is the Director of Product Marketing, Customer Engagement at RingCentral. He specializes in Artificial Intelligence and Machine Learning and how they can be applied to improve customer experiences. 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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