[Special Episode] Lauren Fearn - AI in Customer Support from the Director of Support at Zapier

🤙🏻 About the Guest - Lauren Fearn is the Director of Support at Zapier. She has been with the Zapier support team for more than five years and has over a decade of experience in building customer support teams in companies like Madgex, BrightLocal, Create[dot]net

🤙🏻 Timestamps -
00:48 - Intro of Lauren
01:27 - Implementing AI at Zapier
07:05 - Learnings from implementing AI at Zapier
11:41 - Handoff from a chatbot to human support
16:24 - Some measures to make the integration of AI more human
19:53 - Tips to build better documentation
25:51 - Opportunity for AI to add value and make support agents's lives easier
29:02 - Measuring AI's performance
32:44 - Pitfalls to avoid while using AI
37:49 - AI in support teams - tips and measures for support leaders
48:37 - Can AI take care of redundant tasks almost independently so that humans can focus on solving complex problems?
50:56 - Can you use AI support in Slack Connects?
53:29 - Outro
 
🤙🏻 Where to find Lauren - https://www.linkedin.com/in/laurenafearn/