Do’s and Don’ts for Rolling Out AI in Customer Service
Companies will face challenges when implementing AI in their customer service operations. As they add new products and services over time, AI needs to continue learning—especially from its mistakes. Customer experience thought leader Shep Hyken explains that these short-term growing pains are worth the long-term productivity gains. He shares some do’s and don’ts for rolling out AI in customer service.Link to article
Hyken argues that companies should have processes in place to ensure the customer data they are using is accurate. If not, inaccurate information could hurt your clients’ trust—which, as Capterra survey respondents noted, is one of the top two challenges of adopting AI-enabled customer service software.
Discover all the insights on Capterra: https://www.capterra.com/resources/ai...
0:24 - Intro
0:54 - How to find out which applications will make the biggest impact on CX
1:48 - Tips for companies that are looking for software with advanced capabilities
2:20 - Common challenges call centers face when implementing AI
3:08 - How to overcome pushback from employees when implementing AI
5:03 - How to address concerns about data accuracy and losing customer trust
8:31 - A software purchase that Shep Hyken regretted
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