Amazing Business Radio: Antony Brydon

Will AI Kill the Customer Support Agent?
How Humans and Technology Can Support Each Other for the Best Customer Experience
Shep Hyken interviews Antony Brydon. They discuss the role of automation in customer service, and how companies can best use it to improve their customers’ experience.
Top Takeaways:
When companies switch to AI and other new automation technologies, more often than not it is the customers who suffer. Companies must make this switch without sacrificing the customer experience.
AI has the capacity to transform practically every job within the knowledge sector, especially customer service jobs. The key is making it work.
The shortcomings of AI include understanding customer intent and using creativity to solve problems. These are areas where people excel. Integrating the human touch into automated systems will allow the AI experience to improve dramatically.
Rather than AI supporting humans, humans must support and train AI so it gets better. Connecting automation to a