Service Business Mastery for Skilled Trades: HVAC, Plumbing & Electrical Home Service
Redefining Customer Service with AI Tools for Call Centers & Operators | Boris Valkov & Dave Schmidt
Jan 22, 2025
Boris Valkov, CEO of Lace, shares insights on using AI to optimize call center performance, uncover lost revenue, and boost efficiency. Dave Schmidt, Director of Operations at Frederick Air, details his success in transforming booking rates from 75% to 98% using AI tools. They discuss creating a data-driven culture, improving customer service with actionable insights, and the balance between technology and human elements in operations. Their conversation provides valuable strategies for service businesses looking to innovate and thrive.
57:58
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Quick takeaways
- Implementing AI tools can uncover lost revenue opportunities in call centers, significantly boosting booking rates and overall business performance.
- A data-driven culture enables service businesses to make informed decisions, improving booking rates by analyzing customer interactions and feedback.
Deep dives
AI's Role in Cost Reduction
AI models are not ultimate problem solvers but serve to lower operational costs. For instance, a business could either employ numerous staff to listen to customer calls, incurring significant expenses, or leverage AI technology to achieve the same objective more affordably. This approach emphasizes the value of having human representatives answer calls, which enhances customer experience. The core philosophy of some companies is to maintain personal contact for those who prefer to call, ensuring genuine interactions amidst automation.
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