The CX Leader Podcast | A resource for customer experience leaders

Can AI Save Customer Support?

May 21, 2024

Jim Payne, Director of Product Marketing at RingCentral, specializes in AI-driven solutions for customer experience. He discusses the frustrations of traditional customer support systems and how AI can streamline communication. Payne highlights a study revealing 97% of participants encountered issues with automated systems. He emphasizes the balance between automation and personal support, advocating for enhancing agent experience through AI. With strategic implementation, AI can transform customer interactions and solve core business challenges.

29:02

Creator website

Episode guests

Jim Payne

AI Summary

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Episode notes

Podcast summary created with Snipd AI

Quick takeaways

AI has the potential to improve customer service by automating simple inquiries, freeing human agents to address more complex issues.

Integrating AI within customer support can enhance omni-channel experiences, ensuring customers receive consistent assistance across all communication platforms.

Deep dives

AI's Role in Enhancing Customer Support

Artificial intelligence has a significant potential to improve customer service experiences by addressing common frustrations faced by consumers. A recent study indicated that 97% of participants expressed dissatisfaction with their customer service interactions, highlighting the need for better solutions. Many users struggled with automated systems that fail to comprehend their queries or provide adequate options, leading to further waiting time and repetitive explanations. AI can streamline these processes, offering quicker and more efficient support that aligns with customer needs, as long as it is integrated effectively into the existing service framework.

Intro

2min

Transforming Customer Support with AI

9min

Navigating Customer Service Frustrations

5min

Transforming Customer Experience with AI

8min

Enhancing Agent Experience with AI in Customer Support

2min

Integrating AI Thoughtfully in Customer Experience

3min

We'll bet you've heard this one: you call customer support and encounter an automated system. Despite your best efforts to speak clearly, the voice on the other end of the line can’t understand you. Or, how about when you’ve finally reached someone and they need to transfer you to another agent. After waiting on hold for a while, the second agent finally answers the phone but asks you to explain the problem all over again. That is s a particularly frustrating experience, and you’re not alone according to a recent study by RingCentral and Opinium Research. Host Sara Walker welcomes Jim Payne, director of product marketing at RingCentral, a provider of AI-first cloud-based communication and collaboration solutions, for a discussion about the report's findings and how AI can help ease those customer support pain points.

You can read more about RingCentral and Opinium Research's report here: https://www.ringcentral.com/us/en/blog/can-ai-fix-bad-customer-service/

Find a transcript for this episode on the show notes page: https://cxleaderpodcast.com/can-ai-save-customer-support/

Listen to more episodes at https://cxleaderpodcast.com/

Learn more about Walker at https://walkerinfo.com/

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