The Ticket: Discover the Future of Customer Service, Support, and Experience, with Intercom
Unpacking the impact of AI on CX with PartnerHero's Mercer Smith
Apr 25, 2024
Mercer Smith, VP of Managed Operations at PartnerHero, discusses using AI in customer service to maintain personalized interactions. They explore the importance of human supervision, transparency with customers, and the ethical implications of AI tools in support. The podcast delves into leveraging AI for enhanced customer experiences and the necessity for businesses to adapt to the AI-driven era for improved CX.
27:12
Episode guests
AI Summary
AI Chapters
Episode notes
Podcast summary created with Snipd AI
Quick takeaways
- AI streamlines support operations, freeing up team members for more meaningful tasks.
- Establishing trust and transparency is crucial when introducing AI to support teams.
Deep dives
AI's Role in Streamlining Support Operations
AI plays a crucial role in streamlining support operations by freeing up team members to focus on more complex and rewarding tasks. Examples like chat assist and agent assist showcase how AI can provide contextual information to enhance support interactions, empowering team members to delve into more meaningful work. By leveraging AI efficiencies, support teams can implement out-of-the-queue time or special projects, allowing individuals to explore areas they are passionate about, such as documentation, and ultimately creating a snowball effect of efficiency.
Remember Everything You Learn from Podcasts
Save insights instantly, chat with episodes, and build lasting knowledge - all powered by AI.
