The Modern Customer Podcast Why Most AI in CX Is Missing the Mark—and What Comes Next
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Apr 22, 2025 Dion Nicholas, founder of Forethought and AI expert, dives into the limitations of current chatbots, revealing that 77% of support inquiries need more than just FAQs. He introduces agentic AI, designed to handle complex requests and enhance customer experience. The conversation also highlights the future of proactive AI that anticipates needs, the importance of personalized interactions without compromising trust, and the potential for AI to communicate in human-like ways. This engaging dialogue is a must-listen for anyone interested in the evolution of AI in customer service.
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Most Chatbots Miss Action Needs
- Only 23% of customer support inquiries are informational and can be answered by FAQ bots. 77% require actions like account lookups, password resets, and policy decisions that most chatbots can't handle.
Personalize AI Without Being Creepy
- Use your own customer conversation data to train AI for natural personalization. Be transparent about AI usage and protect personally identifiable information (PII) to maintain trust.
Use AI as a Supervisor Tool
- Use AI not just for chatbots but also as a proactive supervisor to identify skill gaps in support and generate missing knowledge articles. This creates a feedback loop that improves agent performance and customer experience.