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The MAD Podcast with Matt Turck
Farewell, Chatbots: AI Agents Are Taking Over Customer Service | Mike Murchison, CEO, Ada
Feb 13, 2025
Mike Murchison, CEO of Ada and a leader in AI-powered customer service, discusses the game-changing shift from chatbots to advanced AI agents that handle customer interactions effortlessly. He reveals that these agents can automate up to 83% of customer interactions with empathy and efficiency. The conversation covers the importance of model orchestration, the ethical guidelines needed for AI, and how AI can enhance collaboration across departments. Mike also teases exciting future developments, including AI's role in product innovation and real-time multilingual support.
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Quick takeaways
- AI customer service agents are transforming the industry by automating up to 83% of interactions, improving efficiency and empathy.
- The integration of generative AI allows businesses to manage customer inquiries across multiple channels, enhancing overall customer experiences.
Deep dives
The Evolution of AI in Customer Service
The customer service sector has historically faced challenges with poor-quality interactions, leading to a significant interest in AI's potential. Poor customer service experiences cost businesses billions each year, and the current customer service landscape is often seen as inefficient and frustrating for users. As generative AI models improve, they are now capable of providing better customer service experiences at reduced costs. Companies like Ada exemplify how AI can efficiently manage customer interactions, demonstrating that scaling up solutions does not necessitate sacrificing quality.
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