If you use AI correctly, you can make your customer experience more human. Here’s a useful exampl...If you use AI correctly, you can make your customer experience more human. Here’s a useful exampl...
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Adam Warden
• 3h
If you use AI correctly, you can make your customer experience more human. Here’s a useful example:
You waited anxiously to buy tickets online to see your favorite band, Twenty One Pilots, play live. Tickets sell out almost instantly, but you somehow manage to grab tickets for you and your best friend.
Except due to an error on the website, seats were randomly reserved, and since nobody is seated where they want, chaos ensues for the support team responsible. 10,000 support tickets flood the inbox, and the team of 6 support reps is stretched thin. The normal, easy-going introduction goes out the window and is instead replaced by an impersonal copy-and-paste reply.
Courtesy is exchanged for pure efficiency. There’s no time for relationship building. Communication between support and the customers becomes purely for information exchange and nothing else.
Let’s imagine the support team instead has AI that is well-configured and can solve this issue while maintaining a light-hearted conversation (not hard to do nowadays). Remember that AI answers immediately and is not limited by the number of conversations.
Most of these tickets will get answered and solved much quicker than the human support team could’ve done. The remaining issues AI can’t solve, the support team can now take a second to ask the customer how they are doing and take a sip of tea before diving into fixing their issue.
If you use AI correctly, you can make your customer experience more human.
IntercomCustomer SuccessCustomer Support
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