Where's AI's "Wow" Factor in Customer Service?

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August 6, 2024 • 36 mins

Cutting through the hype around AI is one thing, but leveraging AI when your entire job is truth-telling is quite another! On this week’s episode, your host Ruth Zive speaks with Dom Nicastro, Editor in Chief at Simpler Media Group, who shares insights drawn from his career as a journalist observing and reporting on AI’s role in customer service, marketing, and personalization. While he’s still waiting for the “wow”-worthy use case for AI in CX, Dom dives into the areas where AI is truly making a positive impact today, as well as the areas where enterprises need to step up to set standards for innovation.

Join us as we discuss:

The mixed perceptions around AI personalization in customer interactions
How AI can mitigate the issue of high turnover among contact center agents
The need to set standards for AI innovation (rather than bow to pressure to just take action)

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