In this episode of No Brainer, hosts Geoff Livingston and Greg Verdino chat with guest Gam Dias to explore the intersection of AI and customer service. They discuss the cautious optimism consumers have towards generative AI, the importance of maintaining human interaction in customer service, and the long-term implications of automation in business. The conversation highlights the need for businesses to balance efficiency with empathy, ensuring that technology enhances rather than replaces the human touch. They also delve into the accountability of AI decisions and the strategic thinking required for successful implementation of AI in organizations.

Gam is product specialist at Hubbl Technologies, an adjunct professor at IE Business School in Madrid, and the author of The Data Mindset Playbook.

Chapters

00:00 Introduction

01:54 The Impact of AI on Customer Service

09:40 The Human Element in Customer Interactions

19:37 Balancing AI and Human Accountability

28:52 Long-Term vs Short-Term Business Strategies

44:29 Conclusion and Future Considerations

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