136: How AI Will Impact Customer Service

Prepare for an enlightening conversation on how artificial intelligence (AI) is revolutionizing customer service and creating a significant competitive advantage!

On today’s episode of The Customer Service Revolution, John’s guest, Aurélien Coq, an astute product manager at Esker, will share how AI automation liberates customer service professionals from monotonous tasks and empowers them with new skills to handle complex scenarios. This insightful session is packed with best practices for fostering a customer-centric culture that can radically transform your business.

This episode doesn’t shy away from the misconceptions, risks, and fears associated with AI. John and Aurélien’s discussion candidly addresses the belief that AI may replace human jobs. Instead, we highlight how AI is changing the nature of jobs and freeing humans to concentrate on high-level tasks. We also explore the practical uses of AI in customer service support, especially in B2B businesses – unpacking the history, the present, and the potential future of this game-changing technology.

And finally, we land on the most pertinent question – how does AI impact our daily lives? Drawing from Aurélien Coq’s deep knowledge, we discuss the importance of human supervision in AI implementation and the need to consider risks like data privacy. The episode wraps up with an inspiring chat on the power of passion and enthusiasm in overcoming struggles and achieving success.

We hope to leave you with a sense of empowerment inspired by the stories of famous individuals who persevered through challenges.

Here are just a few takeaways:

  • How artificial intelligence (AI) is revolutionizing customer service, freeing professionals from tedious tasks and enabling them to develop new skills
  • AI in the context of customer service in B2B businesses has been used for decades.
  • AI is not a job killer but a tool that changes the nature of jobs, allowing humans to focus on more high-level tasks
  • Practical uses of AI in customer service, such as data entry assistance, customer inquiry analysis, and response generation
  • The importance of human supervision in AI implementation is stressed, along with considering potential risks such as data privacy
  • The power of passion and enthusiasm in overcoming struggles and achieving success
  • How AI can transform customer service and create a competitive advantage for businesses

Resources mentioned:

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About The Author

John DiJulius

John R. DiJulius is a best-selling author, consultant, keynote speaker and President of The DiJulius Group, the leading Customer experience consulting firm in the nation. He blogs on Customer experience trends and best practices.