{"id":54905,"date":"2023-11-14T06:00:32","date_gmt":"2023-11-14T06:00:32","guid":{"rendered":"https:\/\/hyken.com\/amazing-business-radio-show\/how-to-use-positive-and-negative-feedback-copy\/"},"modified":"2024-01-15T15:20:55","modified_gmt":"2024-01-15T15:20:55","slug":"generative-ai-to-provide-a-personalized-customer-experience","status":"publish","type":"post","link":"https:\/\/hyken.com\/amazing-business-radio-show\/generative-ai-to-provide-a-personalized-customer-experience\/","title":{"rendered":"How Generative AI is Disrupting the Call Center World with Richard Smullen"},"content":{"rendered":"<h3 class=\"p1\"><b>Top Takeaways:<\/b><\/h3>\r\n<ul>\r\n \t<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"4\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"none\">The future of customer service is being transformed by AI-powered technologies that can automate and enhance customer interactions. Technologies, such as ChatGPT and generative AI, are revolutionizing how businesses interact with their customers.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;134233279&quot;:true}\">\u00a0<\/span><\/li>\r\n<\/ul>\r\n<ul>\r\n \t<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"4\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"2\" data-aria-level=\"1\"><span data-contrast=\"none\">AI is redefining customer support. While there will still be a need for human agents in certain high-touch situations, the majority of customer interactions will be handled by AI-powered systems.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;134233279&quot;:true}\">\u00a0<\/span><\/li>\r\n<\/ul>\r\n<ul>\r\n \t<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"4\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"3\" data-aria-level=\"1\"><span data-contrast=\"none\">The future of customer service is heading toward self-service and personalized experiences. By providing intuitive and easy-to-use interfaces, businesses can guide customers toward the desired outcome without human intervention.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;134233279&quot;:true}\">\u00a0<\/span><\/li>\r\n<\/ul>\r\n<ul>\r\n \t<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"4\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"4\" data-aria-level=\"1\"><span data-contrast=\"none\">Companies that embrace AI in their customer service operations are not necessarily reducing their workforce. Instead, they are using AI to augment human agents and improve customer service experiences.\u00a0<\/span><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;134233279&quot;:true}\">\u00a0<\/span><\/li>\r\n<\/ul>\r\n<ul>\r\n \t<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"4\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"5\" data-aria-level=\"1\"><span data-contrast=\"none\">According to <\/span><a href=\"https:\/\/chiefmartec.com\/2016\/11\/martecs-law-great-management-challenge-21st-century\/\" target=\"_blank\" rel=\"noopener\"><span data-contrast=\"none\">Martec&#8217;s Law<\/span><\/a><span data-contrast=\"none\">, technology changes exponentially, but organizations change logarithmically. The longer organizations delay their adoption and experimentation with technology, the greater the gap will be, and ultimately, they&#8217;ll never catch up.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;134233279&quot;:true}\">\u00a0<\/span><\/li>\r\n<\/ul>\r\n<ul>\r\n \t<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"4\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"none\">Plus, Shep and Richard share their predictions on how generative AI will transform customer service and what happens to businesses that fail to adapt. Tune in!<\/span><\/li>\r\n<\/ul>\r\n<h3><b>Quotes:<\/b><\/h3>\r\n<span data-contrast=\"none\">&#8220;In three to five years, I don\u2019t believe that I&#8217;m still going to phone a call center except for very high touch, high value, emergency type of situations that need that human interaction on the other end.&#8221;<\/span><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true}\">\u00a0<\/span>\r\n\r\n<span data-contrast=\"none\">&#8220;Organizations may not see a reduction in headcount if they are using AI to augment humans, not replace them.&#8221;<\/span><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true}\">\u00a0<\/span>\r\n\r\n<span data-contrast=\"none\">&#8220;AI uses all the available data to create personalization and make a much more meaningful recommendation for the end user.&#8221;<\/span><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true}\">\u00a0<\/span>\r\n\r\n<span data-contrast=\"none\">&#8220;The customer is not going to believe that they are building a relationship with the AI. They are going to believe that they are building a relationship with the business that happens to be using AI. That level of connectivity and personalization that AI can help a business provide is what is going to drive loyalty.&#8221;<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\">\u00a0<\/span>\r\n<p class=\"p1\"><b>About:<\/b><\/p>\r\n<span data-contrast=\"none\">Richard Smullen is the founder and CEO of <\/span><a href=\"https:\/\/www.pypestream.com\/\" target=\"_blank\" rel=\"noopener\"><span data-contrast=\"none\">Pypestream<\/span><\/a><span data-contrast=\"none\">, an AI-powered automation platform. Pypestream connects businesses to customers through self-service automation and smart messaging.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\">\u00a0<\/span>\r\n\r\n<a href=\"https:\/\/hyken.com\/\" target=\"_blank\" rel=\"noopener\"><span data-contrast=\"none\">Shep Hyken<\/span><\/a> <span data-contrast=\"none\">is a customer service and experience expert, <\/span><i><span data-contrast=\"none\">New York Times <\/span><\/i><span data-contrast=\"none\">bestselling author, award-winning keynote speaker, and host of <\/span><a href=\"https:\/\/hyken.com\/topic\/podcast\/\" target=\"_blank\" rel=\"noopener\"><i><span data-contrast=\"none\">Amazing Business Radio<\/span><\/i><\/a><span data-contrast=\"none\">.<\/span><span data-contrast=\"none\">\u202f\u202f<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\">\u00a0<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\">\u00a0<\/span>\r\n\r\n<b><span data-contrast=\"none\">This episode of\u202f<\/span><\/b><b><i><span data-contrast=\"none\">Amazing Business Radio with\u202fShep\u202fHyken<\/span><\/i><\/b><b><span data-contrast=\"none\">\u202fanswers the following questions and more:<\/span><\/b><span data-contrast=\"none\">\u202f\u202f<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\">\u00a0<\/span>\r\n<ol>\r\n \t<li><b><span data-contrast=\"none\">How is generative AI disrupting the customer service world?<\/span><\/b><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true}\">\u00a0<\/span><\/li>\r\n \t<li><b><span data-contrast=\"none\">How are AI and technology affecting customer support employees?<\/span><\/b><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true}\">\u00a0<\/span><\/li>\r\n \t<li><b><span data-contrast=\"none\">Will companies hire fewer employees because of AI implementation?<\/span><\/b><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true}\">\u00a0<\/span><\/li>\r\n \t<li><b><span data-contrast=\"none\">How can AI be used to augment human agents in call centers?<\/span><\/b><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true}\">\u00a0<\/span><\/li>\r\n \t<li><b><span data-contrast=\"none\">What is the impact of generative AI and immersive digital experiences on cost and operations?<\/span><\/b><\/li>\r\n<\/ol>","protected":false},"excerpt":{"rendered":"<p>Top Takeaways: The future of customer service is being transformed by AI-powered technologies that can automate and enhance customer interactions. Technologies, such as ChatGPT and generative AI, are revolutionizing how businesses interact with their customers.\u00a0 AI is redefining customer support. While there will still be a need for human agents in certain high-touch situations, the [&hellip;]<\/p>\n","protected":false},"author":3,"featured_media":54909,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[6806],"tags":[2439,5726,6880],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v22.6 (Yoast SEO v22.6) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Using Generative AI Provide a Personalized Customer Experience<\/title>\n<meta name=\"description\" content=\"Richard Smullen talks about how automation and using generative AI to provide a personalized customer experience.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" 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