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.
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Customer Service Annoyances
- Keith Shaw shares common annoyances with customer service like stuck IVRs and chatbots that don't solve problems.
- This sets the stage for how AI could improve these frustrating experiences.
Importance of Context and Channels
- About half of consumers want to reach a human but many are satisfied with self-service.
- Context retention and multichannel consistency are crucial yet underinvested areas in CX.
LLMs Enhance Conversational AI Fluidity
- Last generation conversational AI improved fluidity but remained somewhat scripted.
- Large language models (LLMs) offer more open-ended dialogue but brands hesitate to fully unleash them.