AI has come to the forefront of the recent CX discussions. While not completely replacing the importance of human-to-human interaction, AI has infiltrated the service industry by easing the roles of CX agents by better filtering user issues.
Highly anxious customers can burden customer service agents to the point of being overwhelmed. Companies are integrating AI into their CX to get a better handle on customer service. Miller has deployed an AI program at his company to help catch carrier delivery problems before they happen. This AI is helping meet the new types of service expectations previously mentioned and helps their business have proactive communication. To further explain his AI integration, Miller emphasizes:
“When you can reach out to the customer, you can reassure them, you can appease them, you can reset expectations, you can talk to the carrier about the issues. So it’s really for us all about identifying stuff that the carriers aren’t telling you and that you can’t otherwise as explicitly see in the network so that you can get out in front of these issues and create better customer experiences. That’s the biggest place where we’re deploying it.”
Companies can reach out to their users with AI and filter their needs so their CX agents have a better handle on incoming customer situations, resulting in happier and more loyal customers.
To learn more about how to manage customer delivery expectations and how to create lasting customers, check out the Customer Service Secrets podcast episode below, and be sure to subscribe for new episodes each Thursday.
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Delivery Expectations During COVID-19 | Mike Miller and Vikas uae phone number list Bhambri” on Spreaker.
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Full Episode Transcript:
Managing Customer Expectations Like a Pro with Mike Miller and Vikas Bhambri
Intro Voice: (00:04)
You’re listening to the Customer Service Secrets podcast by Kustomer.
Gabe Larsen: (00:11)
Welcome everybody to today’s broadcast. Today we’re going to be talking about a couple interesting topics, but specifically, how to manage customer delivery expectations during all of these challenging times. And to do that, we brought on Michael Miller, who’s currently the Chief Product and Strategy Officer at Convey, and then Vikas Bhambri the SVP of Sales and CX at Kustomer. Guys, thanks for joining. How are you?