The AI-Powered Future of Customer Service
More than half (56%) of customer service agents surveyed by Capterra say the use of AI will lead to faster customer response times, among other positive impacts. An added benefit of an AI-powered system is that it can help you anticipate future customer queries in addition to fielding current ones. Customer service thought leader and author Shep Hyken shares insights on how companies can use AI effectively to boost customer experience: Link to article
Hyken believes that companies should think carefully about which AI-enabled software they want to use. “Some technologies may be great for the customer, but not so great for the employee,” says Hyken. “I believe we have to look at both sides: the employee experience as well as the customer experience.”
Discover all the insights on Capterra: https://www.capterra.com/resources/ai...
0:23 - Intro
0:54 - How to convince call center employees to use AI-enabled customer service software
2:21 - Common misconceptions about AI in customer service
4:50 - How AI will change the required skill set of customer service agents
6:35 - How AI can help small businesses anticipate customer needs
8:05 - Examples of companies that are effectively leveraging AI
10:34 - Worries about how AI is being used in customer service
11:49 - How businesses can use AI successfully
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