How AI and support teams can divide and conquer customer challenges

Key Takeaways:

– Effective customer support relies on using the best tools and technologies, including AI, to create value for the customer and the business.
– Offloading too much to automated responses or self-service platforms can lead to frustrations.
– AI can play a crucial role behind the scenes while the support team provides personalized interactions.
– AI can cut through busywork, reduce admin, accelerate processes, and find information to fulfill customer requests.
– AI tools should be trustworthy and rooted in guidelines that protect sensitive information.
– Customer support leaders should scrutinize AI tools and collaborate with IT partners to ensure data protection.
– Organizations that focus on delivering a personalized, human, and empathetic experience using AI tools will flourish.
– AI can be applied behind the scenes to build efficiencies while support reps remain center stage and ready to help.


When a customer reaches out for support on a product or service, it’s a crucial time for any business. Today, making those moments count isn’t as simple as answering a phone call or responding to an email. Effective customer success relies on using the very best tools and technologies – including AI – to help drive a seamless interaction that creates real value for the customer and the business.

This smart use of technology can make the difference between a customer becoming a promoter that goes out of their way to recommend a company, or turning tail to head to a competitor.

Source link

AI Eclipse TLDR:

When it comes to customer support, businesses need to make the most of technology, including AI, to provide a seamless and valuable experience for customers. However, there is a balance to be struck, as customers still desire personal and meaningful interactions. Offloading too much to automated responses or self-service platforms can lead to frustration. To drive real value, support teams and AI helpers need to work together.

In one scenario, a customer named Salim tries to renew his coffee subscription using a gift card. He encounters an automated AI response over the phone and an AI chatbot online, but neither can help him use the gift card. Frustrated, he gives up and goes elsewhere. This happens when AI is used to replace humans without considering the complexity of support services.

In another scenario, Salim uses a live chat app and is connected to a real support person named Nuala. Nuala is able to set up his subscription, take the gift card code, and provide a confirmation message. Behind the scenes, Nuala uses an AI helper to streamline the process and provide instant recaps and automate workflows. This allows Nuala to focus on the important tasks that make a difference for the customer.

Having an AI tool is not enough to deliver great service. It also needs to be trustworthy and follow guidelines to protect customer and company data. By ensuring the proper safeguards are in place, support teams can leverage AI to provide helpful recaps, automate processes, and access customer information more efficiently.

While AI will play an increasing role in customer interactions, organizations should focus on delivering a personalized and empathetic experience. AI should be used behind the scenes to build efficiencies, while human support reps remain at the forefront, ready to assist customers.