Where Empathy Meets Artificial Intelligence in Customer Service

Shep interviews Jen Grant, Chief Marketing Officer at Quiq. She talks about how intentionally designed AI, combined with human empathy, can create effortless, personalized experiences at scale that customers embrace.

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:  

How can businesses prevent AI from making customer service mistakes?
How can personalization through technology enhance customer loyalty?
Why is an effortless customer experience crucial for building loyalty?
How can technology help anticipate customer needs?
How has customer willingness to interact with AI changed over time?

Top Takeaways:  

Artificial intelligence is a powerful tool for improving the customer and employee experience when it is designed with intention. Just as human agents need training, AI tools need enterprise controls, verification checks, and simulations to make sure they provide the right information and respond appropriately to customer needs.
More customers now consider interactions with AI to be part of the norm. But some are still hesitant to embrace it because of past frustrations with outdated systems, like confusing phone trees or long waits in loops they associate with all types of technology.
When interactions with technology, such as AI tools, create effortless experiences, customers are more willing to use them. Companies need to educate customers on how to use their technology and self-service solutions to improve their experiences.
Make it easy for customers to do business with you. This applies to every part of the customer's journey, not just technology. Customers want answers and help fast. Give it to them with as little effort as possible.
Human empathy remains important, especially in high-stress situations. Customers need to be comfortable with how they are being helped and supported, whether it is AI, a human agent, or both working together. In stressful situations, customers appreciate the reassurance that a human agent will be there to provide empathy and assist them when tech-powered solutions are not working.
Technology should not replace people. Good technology makes it easier for employees to help customers and faster for customers to get solutions.
Personalization and empathy can be scaled through technology. Human employees can only remember so much. Technology can help them have instant access to a customer's data and history. When technology recognizes returning customers, anticipates their needs, and connects their history to current interactions, it replicates the feeling of being known and valued.
Plus, Shep and Jen talk about what could happen if companies began customer service interactions with a human for empathy, then transitioned to AI for efficiency, rather than forcing customers through automation before reaching a person. Tune in!

Quote: 

"AI agents need clear guidance and verification checks to stop 'hallucination.’ It is important that if AI goes off track, companies need to catch and correct it before it gets to customers."

About:  

Jen Grant, Chief Marketing Officer at Quiq. She has held executive leadership roles, including CEO, COO, and CMO, as well as senior marketing positions at Appify, Box, Cube, Dialpad, Elastic, Google, and Looker.

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.  

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