Today in Tech
Chatbots are out, AI agents are in: The future of customer service | Ep. 227
May 6, 2025
Glenn Nethercutt, Chief Technology Officer at Genesys, shares insights on the evolution of customer service through generative AI. He highlights why traditional chatbots are falling out of favor and discusses the rise of empathetic AI agents that enhance user experience. The conversation delves into the surprising ROI of AI in customer service and the challenges of disjointed systems. Glenn also examines trends like accent modulation in voice AI, which aim to improve communication across diverse audiences.
42:31
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Quick takeaways
- Generative AI enhances customer service by enabling more fluid conversations and contextual understanding, addressing frustrations with traditional systems.
- The integration of AI can significantly improve both customer satisfaction and employee morale, showcasing its dual benefits in service environments.
Deep dives
Current Customer Service Challenges
Many customers express frustration with traditional customer service methods such as interactive voice response (IVR) systems that fail to connect them with human agents. Issues include being stuck in never-ending phone trees and having to repeat personal information to multiple representatives due to disconnected systems. Chatbots, while intended to solve problems, often rely on flowcharts and scripted responses, leading to incomplete solutions that leave customers dissatisfied. These longstanding annoyances highlight the need for improved customer service technologies and the potential role of generative AI in addressing these challenges.
