Tuesday, September 26, 2023

A.I. Enhancing Customer Service | Shake Shack's Menu Change | Effective Ignored Feedback | Small Talk's Job Interview and Career Benefits

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How A.I. Can Supercharge Your Customer Service Team - Inc.com   

Even so, Galak says a shift to full auto­mation right now would be premature. The reality is that many businesses are going in the opposite direction--employing A.I. to enhance, rather than replace, their customer service agents. Here's what we learned from a few of them about using A.I. to supercharge service teams.

Many customer service inquiries--like whether a purchase has shipped--can be addressed with a simple yes or no. And those are the tickets worth automating, says Liz Tsai, founder and CEO of Dallas- based customer service firm HiOperator (No. 276 on the 2022 Inc. 5000). Typically, though, such automation has been done with traditional chatbots, which don't use A.I. to function, and can be limited for customers who really just want to speak to a human. But giving those bots conversational A.I. abilities, akin to ChatGPT's, allows them to seem more human--and to answer more complex questions that might not lend themselves to preprogrammed responses. "You can really leverage generative A.I. to give that conversational, branded feel," says Tsai. Those enhancements can reduce customer frustration when they're interacting with chatbots, leaving your human agents with fewer relationships to patch up because of a poor chatbot experience.

A.I. can have a particularly positive impact on customer loyalty, even behind the scenes, says Mike Murchison, co-founder and CEO of Ada, a Toronto-based A.I.-powered ­customer service automation company. By ­rapidly pulling up historical data about ­customers, A.I. can give agents better context for how to personalize the interaction.

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