{"id":31894,"date":"2019-03-26T00:00:00","date_gmt":"2019-03-26T00:00:00","guid":{"rendered":"https:\/\/hyken.com\/amazing-business-radio-natalie-petouhoff\/"},"modified":"2023-02-08T17:03:02","modified_gmt":"2023-02-08T17:03:02","slug":"amazing-business-radio-natalie-petouhoff","status":"publish","type":"post","link":"https:\/\/hyken.com\/amazing-business-radio-show\/amazing-business-radio-natalie-petouhoff\/","title":{"rendered":"FROM AI TO \u201cHIMI\u201d with Natalie Petouhoff"},"content":{"rendered":"<h3>In Shep\u2019s Opening Monologue&#8230;<\/h3>\r\nHe discusses the pros and cons of chatbots.\r\n<h3>The Interview with Natalie Petouhoff:<\/h3>\r\n<ul>\r\n \t<li>Companies that become too enamored with chatbots, AI, and other technologies can risk losing touch with their customers.<\/li>\r\n \t<li>AI shouldn\u2019t replace humans; it\u2019s meant to aid and augment both the employee and customer experiences.<\/li>\r\n \t<li>AI might be more useful to employees rather than customers. It can eliminate mundane, repetitive task for support center agents and help them build better rapport with their customers, which thereby improves the customer experience.<\/li>\r\n \t<li>Social media has transformed how customers and businesses interact. Having multiple methods of contact, or channels, removes effort from customers, which customers really like.<\/li>\r\n \t<li>Contact centers and companies alike need to reorient themselves so that the customer is at the center of their operations. They should be less concerned with statistics and more concerned with people.<\/li>\r\n \t<li>You don\u2019t have to go above and beyond to create an exceptional customer experience. Most customers simply want a quick, easy, and efficient answer or solution to their problems. Providing that is going above and beyond when that isn\u2019t the standard.<\/li>\r\n \t<li>Companies and employees need to be able to guide and train their AI so it learns better. AI is not meant to operate in an isolated environment; its intelligence is human-inspired.<\/li>\r\n \t<li>Companies are no longer competing solely against their direct competitor; they\u2019re now competing against the highest standard for service across the board. AI can help power that without customers even realizing it.<\/li>\r\n \t<li>When companies don\u2019t have an agile mindset, it can be difficult for them to adjust to how rapidly technology changes. Failing to adapt can spell doom for companies if they don\u2019t respond with urgency and a willingness to learn.<\/li>\r\n<\/ul>\r\n<h3><strong>Quotes:<\/strong><\/h3>\r\n\u201cAI is meant to augment the problem-solving process.\u201d \u2013 Dr. Natalie\r\n\r\n\u201cAI is a machine that\u2019s learning, and we have to help it learn.\u201d \u2013 Dr. Natalie\r\n\r\n\u201cIt\u2019s important that all team members have a chance to contribute equally. Everybody\u2019s voice is important.\u201d \u2013 Dr. Natalie\r\n<h3><strong>About<\/strong>:<\/h3>\r\nDr. Natalie Petouhoff is the Vice President of Customer Service Innovation at <a href=\"https:\/\/www.salesforce.com\/products\/service-cloud\/overview\/\">Salesforce Service Cloud<\/a>. With years of experience as a contact center analyst, a customer service advisor, and more, she has authored over 150 white papers, e-books, and webinars.\r\n\r\n<a href=\"https:\/\/www.hyken.com\/\" target=\"_blank\" rel=\"noopener noreferrer\">Shep Hyken<\/a> is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio.\r\n\r\n<strong>This episode of <em>Amazing Business Radio with Shep Hyken<\/em> answers the following questions \u2026 and more:<\/strong>\r\n<ol>\r\n \t<li><strong>Should I use a chatbot for my business?<\/strong><\/li>\r\n \t<li><strong>What is psychological safety in a business?<\/strong><\/li>\r\n \t<li><strong>How fast is technology changing?<\/strong><\/li>\r\n \t<li><strong>How can I keep up with changing technology?<\/strong><\/li>\r\n \t<li><strong>How important is diversity in the workplace?<\/strong><\/li>\r\n<\/ol>","protected":false},"excerpt":{"rendered":"<p>In Shep\u2019s Opening Monologue&#8230; He discusses the pros and cons of chatbots. The Interview with Natalie Petouhoff: Companies that become too enamored with chatbots, AI, and other technologies can risk losing touch with their customers. AI shouldn\u2019t replace humans; it\u2019s meant to aid and augment both the employee and customer experiences. AI might be more [&hellip;]<\/p>\n","protected":false},"author":3,"featured_media":38305,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[6806],"tags":[5310,5963,4928],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v22.5 (Yoast SEO v22.5) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>FROM AI TO \u201cHIMI\u201d with Natalie Petouhoff - Shep Hyken | Customer Service Expert<\/title>\n<meta name=\"description\" content=\"Natalie Petouhoff discusses AI in business\u2014what works and what doesn\u2019t work, how it can help companies and employees succeed, and how we can best utilize it\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/hyken.com\/amazing-business-radio-show\/amazing-business-radio-natalie-petouhoff\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"FROM AI TO \u201cHIMI\u201d with Natalie Petouhoff - Shep Hyken | Customer Service Expert\" \/>\n<meta property=\"og:description\" content=\"Natalie Petouhoff discusses AI in business\u2014what works and what doesn\u2019t work, how it can help companies and employees succeed, and how we can best utilize it\" \/>\n<meta property=\"og:url\" content=\"https:\/\/hyken.com\/amazing-business-radio-show\/amazing-business-radio-natalie-petouhoff\/\" \/>\n<meta property=\"og:site_name\" content=\"Shep Hyken | Customer Service Expert\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/ShepHykenSpeaker\/\" \/>\n<meta property=\"article:author\" content=\"https:\/\/www.facebook.com\/ShepHykenSpeaker\/\" \/>\n<meta property=\"article:published_time\" content=\"2019-03-26T00:00:00+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2023-02-08T17:03:02+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/hyken.com\/wp-content\/uploads\/2022\/11\/Natalie-Petouhoff-ABR-PHOTO.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"1400\" \/>\n\t<meta property=\"og:image:height\" content=\"1400\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"shephyken\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"shephyken\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"2 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/hyken.com\/amazing-business-radio-show\/amazing-business-radio-natalie-petouhoff\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/hyken.com\/amazing-business-radio-show\/amazing-business-radio-natalie-petouhoff\/\"},\"author\":{\"name\":\"shephyken\",\"@id\":\"https:\/\/hyken.com\/#\/schema\/person\/b92dbe4f9f734f7c0d600fc8014b7fe2\"},\"headline\":\"FROM AI TO \u201cHIMI\u201d with Natalie Petouhoff\",\"datePublished\":\"2019-03-26T00:00:00+00:00\",\"dateModified\":\"2023-02-08T17:03:02+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/hyken.com\/amazing-business-radio-show\/amazing-business-radio-natalie-petouhoff\/\"},\"wordCount\":461,\"publisher\":{\"@id\":\"https:\/\/hyken.com\/#\/schema\/person\/b92dbe4f9f734f7c0d600fc8014b7fe2\"},\"image\":{\"@id\":\"https:\/\/hyken.com\/amazing-business-radio-show\/amazing-business-radio-natalie-petouhoff\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/hyken.com\/wp-content\/uploads\/2022\/11\/Natalie-Petouhoff-ABR-PHOTO.jpg\",\"keywords\":[\"diversity\",\"Artificial Intelligence and chatbots\",\"employee experience\"],\"articleSection\":[\"Amazing Business Radio Show\"],\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/hyken.com\/amazing-business-radio-show\/amazing-business-radio-natalie-petouhoff\/\",\"url\":\"https:\/\/hyken.com\/amazing-business-radio-show\/amazing-business-radio-natalie-petouhoff\/\",\"name\":\"FROM AI TO \u201cHIMI\u201d with Natalie Petouhoff - 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