The AI in Business Podcast
The Future of Customer Support in Agentic and Business Intelligence AI - with Alex Khoroshchak of CoSupport AI
Jan 13, 2025
In this discussion, Alex Khoroshchak, CEO of CoSupport AI, dives into the role of AI in transforming customer support for large businesses. He shares insights on overcoming hurdles in AI integration and emphasizes the importance of strategic change management. The conversation explores how AI serves not just as a cost-saving tool but as a significant source of data-driven insights. Alex also discusses the exciting evolution of agentic systems, which are set to revolutionize interactions in customer service, particularly within the tech and retail sectors.
19:39
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Quick takeaways
- Implementing AI in customer support involves overcoming organizational resistance and complexity while communicating its transformative benefits to stakeholders.
- Agentic systems enhance customer support by dynamically handling complex queries and leveraging real-time data, significantly improving customer experience and operational efficiency.
Deep dives
Challenges in AI Adoption
Adopting AI for customer support presents significant challenges, primarily due to the perceived complexity of the technology and the necessary organizational changes. Many potential adopters see AI as a black box, which creates hesitation in implementation, especially in sensitive areas like customer service where incorrect responses can damage customer relationships. Additionally, shifting from traditional human-driven support to AI requires a substantial overhaul of existing workflows and team structures, leading to resistance within organizations. Leaders must navigate these complexities and clearly communicate the benefits of AI to foster acceptance among employees and stakeholders.
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