The Ticket: Discover the Future of Customer Service, Support, and Experience, with Intercom Putting people first: Nick Clark on how to design AI support for the customer
Nov 22, 2024
Nick Clark, a Partner at Boston Consulting Group and AI customer service strategist, discusses the revolutionary role of generative AI in transforming customer service. He highlights the emerging collaboration between human agents and AI, stressing the importance of knowledge management and new career paths. The conversation also covers simplifying customer interactions, the necessity of T-shaped skills, and the shift from viewing customer service as a cost center to a value-driven experience. Clark emphasizes prioritizing people and processes over merely adopting AI.
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AI's Impact on Customer Service
- Generative AI is bringing technology and people closer together in customer service.
- This is achieved through seamless bot-human handoffs and AI assistance for support roles.
Operating Model for AI
- Focus on AI's strengths like knowledge retrieval and repetitive tasks.
- Empower human agents to build relationships and handle complex problem-solving.
Knowledge Management
- Knowledge management is crucial with AI, requiring accurate and well-indexed knowledge bases.
- This professionalization of knowledge management can benefit the entire enterprise.