Summary

In this conversation, Amas Tenumah and Bob Furniss discuss various aspects of customer service, focusing on trends, the importance of human interaction, and the role of AI. They reflect on personal experiences with customer service, emphasizing the need for effective communication and the challenges faced by contact centers. The discussion highlights customer preferences, skepticism towards AI, and the potential for technology to enhance human agents rather than replace them.

Takeaways

Customer service impacts loyalty, trust, and brand reputation. Ineffective customer service can quickly damage a brand's reputation. Customers still prefer human interaction, especially older demographics. AI is not yet fully capable of replacing human agents in customer service. Many customers are skeptical about the use of AI in service. The majority of customers still want to talk to a human. Self-service options can be frustrating for customers who prefer direct contact. AI can be used to support agents rather than replace them. Effective communication is crucial in addressing customer needs. Understanding customer preferences is key to improving service.

Chapters

00:00 Weekend Reflections and Brisket Adventures 01:11 Customer Service Trends: Insights from the Article 03:49 The Importance of Human Interaction in Customer Service 07:37 AI in Customer Service: Current Limitations and Future Potential 10:59 Customer Preferences: The Skepticism Towards AI 11:52 Effective Use of AI: Enhancing Human Agents 14:12 Navigating the Future of Customer Service

 

https://www.cmswire.com/contact-center/customer-service-trends-show-what-customers-really-want-its-not-just-ai/