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.
AI Snips
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Transcript
Episode notes
AI Chatbot Success
- Sara Walker was impressed by an airline chatbot.
- It quickly resolved her flight change in under a minute using AI.
Customer Service Frustration
- 97% of people are frustrated with customer service in a RingCentral study.
- 50% feel automated systems don't understand them or lack needed options.
Automated System Failure
- Sara Walker had a frustrating experience with a food delivery service.
- The automated system didn't resolve her issue, and she couldn't reach a human.