Using AI during or after the conversation?

Many Customer Service Managers are wondering how to integrate and harness Artificial Intelligence. In particular, what’s the ultimate goal? Who would benefit from it? Shall we use GenAI during or after the conversation? In this podcast I’m sharing the results of a laser-focussed survey that I launched a couple of weeks ago, just on these topics: enjoy it and feel free to have your say in the comments.

Listen to the podcast

🎧 Subscribe on Spotify, Amazon Music or Apple Podcast.

Highlights

00:03 Intro episode #35
00:41 Two speaking experiences, different markets, same challenges
01:51 Check out my speaking page and hire me at your next conference
02:41 Three key questions customer service manager ask themselves
03:33 Will you take advantage of AI during or after the conversation?
04:11 The stunning results of my laser-focussed survey
06:11 How to use AI as a ‘live coach’ for customer support agents
07:09 AI for quality checks over digital conversations at scale
07:45 GenAI to optimize reports – and interpretation thereof
08:21 Other examples of using GenAI in customer service
09:51 Are you adapting KPIs to digital channels peculiarities?
11:25 [Recap] the 1 million dollar question for you
12:15 Get in touch: paolo@customerserviceculture.com
12:39 Check out all available services on CustomerServiceCulture.com
13:31 Get my book ‘The Power of Digital Conversations’ on Amazon
14:05 Subscribe to this podcast on Spotify, Apple Podcast or Amazon Music

What stage of adoption are you in?

I’m curious to know how you are going to use GenAI to boost to take your Customer Service department to the next level. On my side I’d be happy to share my experience as a consultant; so now it’s over to you.