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11min chapter
Putting people first: Nick Clark on how to design AI support for the customer
The Ticket: Discover the Future of Customer Service, Support, and Experience, with Intercom
The Future of Customer Service: Human-AI Collaboration
This chapter examines the shifting dynamics between human agents and AI in customer service, highlighting the unique strengths each brings to the table. It discusses the necessity for accurate knowledge management and the rise of AI operations roles, emphasizing the blend of technical and human oversight. The chapter also explores evolving career paths in customer service, advocating for professional development and collaboration to enhance employee satisfaction and service outcomes.
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Discover
highlights
Listen to the best highlights from the podcasts you love and dive into the full episode