Navigating the Balance of Friction in Customer Experiences

When done right, AI can make customer service more efficient. When done wrong, it can degrade trust and cause privacy concerns. So how can companies find the balance?

In this episode of The Frictionless Experience, Nick and Chuck dive into the future of customer service with Noopur Bakshi, former Senior Director of Product Management at Hewlett Packard Enterprise. Noopur shares how mixing AI smarts with human heart, tackling ethics head-on, and nailing data quality can take customer experience to the next level.

Listeners will learn:

• How to identify when human interaction is necessary in AI-driven customer service.
• The ethical and legal implications of deploying AI in digital experiences.
• Ways to use AI for personalization without crossing into "creepy" territory