How many times have you tried to interact with a chatbot on a website, only to find yourself talking in circles? You ask a question, it gives you an answer you don’t want, so you ask it a different question, and it gives you the same answer you didn't want.  

Either the chatbot is terrible, or you’re asking the question the wrong way.  

So do we toss AI in the garbage? Not by a long shot. 

On this 2nd part of our 2 part episode with customer service expert Shep Hyken, we conclude our conversation with Shep, and talk all about:   

Why we should be putting AI in the hands of the agent 

Why a simple change at the airline counter would revolutionize the entire industry, but nobody will do it.  

Why the customer isn’t always right 

How to deal with trolls as a customer service rep