2025 has just started, but it’s already bound to mark a major change in the Digital Customer Service arena. In fact all leading omni-channel providers are promoting their AI agents to their main company clients. Therefore now the ball lies on customer service managers’ court who have to take crucial pretty quickly. So if you’re one of them I guess you’re wondering: ‘how can I take advantage of both AI and human agents?‘

Listen to the podcast

🎧 Subscribe on Spotify, Amazon Music or Apple Podcast.

Highlights 

• 00:03 Intro episode #39 
• 00:42 Key questions you’d better ask yourself now
• 01:51 The rise of AI agents in Digital Customer Service
• 03:07 Why AI agents are way more capable than chatbots
• 05:01 Get AI and human agents allied with a common goal
• 06:45 Keep your human customer service team first! 
• 08:01 The difference between Gen AI and Conversational AI (agents)
• 10:15 From incidents to opportunities: a company Customer Culture evolution
• 15:03 💡 Couple Conversational AI usage with human agent training 
• 17:09 From human agents to digital conversation specialists with the DCS Personas©
• 18:41 Did you check out the ‘Customer Culture Academy’?
• 19:31 Let’s talk about your next goals: paolo@customerserviceculture.com
• 19:55 Subscribe on Spotify, Apple Podcast or Amazon Music
• 20:19 Check out all available services on CustomerServiceCulture.com

Powerful links 

1. Previous podcast episode: ‘digital channels are not for everybody‘
2. Check out my Digital Customer Service consulting page
3. Get your customer service team up-skilled with customized training paths
4. Download the DCS Personas© skill-set framework
5. Want to boost your next conference? Here’s 3 +1 keynotes to choose from.
6. Read my book ‘The Power of Digital Conversations‘ 
7. Learn about the Customer Culture Academy.

How I can help you

Now let’s wrap up this episode together. First off, the sooner you learn about AI agents the better you’ll be able to take conscious decisions in a timely manner. Then, make sure to build up gradually a win-win alliance between AI and human agents (aka your customer service team). Last but not least, get your team up-skilled over digital channels to optimize every conversation with the customer.

👉 So, are you ready for your next challenge? Let’s talk about it informally.

Have great conversations. 

.

Image credit: Unsplash.com

.

Stay in the loop with the newsletter.