Future of Customer Experience: AI and Human Touch
Webinar | 12.20.2023 | Mike Zayonc, Sean Albertson
In the evolving landscape of customer service, the integration of artificial intelligence (AI) is transforming how businesses interact with their customers. The recent webinar hosted by Kodif featured Sean Albertson, a seasoned expert with over 30 years of experience, including a significant tenure as a customer experience leader at Charles Schwab. The discussion focused on the strategic implementation of AI in customer service, particularly through the lens of agent assist.
Quick Recap
The Kodif webinar featuring Shan Albertson, a seasoned CX leader, explored the strategic implementation of AI in customer service, emphasizing the importance of an agent-first approach. Albertson highlighted how AI is evolving beyond automation, improving data quality, optimizing processes, and enhancing backend systems. She stressed that AI adoption should follow a phased approach, starting with agent assist before expanding
We all have to embrace AI
The Current State of AI in Customer Service
Understanding Traditional AI Applications
AI has traditionally played a role in enhancing customer experience (CX) through automation and data analysis. However, with the emergence of generative AI, the industry is witnessing a shift in how such technologies are adopted. The financial services sector, in particular, is rapidly embracing these advancements. As Sean Albertson aptly stated:
“The future is AI; it’s going to be this new technology, and we all have to embrace it” (Albertson, 05:45)
Why Start with Agent Assist?
The Agent-First Approach
Implementing an agent assist strategy allows organizations to prioritize human agents while integrating AI technology. This method not only enhances agent capabilities but also mitigates risks associated with full automation. Shan emphasized the importance of testing AI solutions with agents before rolling them out for self-service applications, sharing insights from financial institutions that have successfully navigated this transition.
Do not wait until the tech is perfect
The Hidden Value of AI Implementation
Beyond Automation: Improving Quality and Processes
AI implementation goes beyond immediate automation benefits; it significantly improves data quality, optimizes processes, and enhances backend systems. As Albertson remarked:
“AI won’t solve your problems overnight, but it will probably highlight your problems overnight” (Albertson, 15:30)
This statement underscores the importance of recognizing underlying issues before fully leveraging AI capabilities.
Building a Phased Approach to AI Adoption
A Step-by-Step Migration
A phased approach to AI adoption begins with agent assistance, followed by data cleansing and preparation, and finally expanding to customer-facing solutions. This gradual transition allows organizations to ensure safety and effectiveness when working with AI technologies. Albertson noted:
“There’s a safety in working with agents first, and then expanding gradually” (Albertson, 22:10)
Future Opportunities in CX Automation
Trends and Applications on the Horizon
As the landscape of customer experience automation continues to evolve, several emerging trends and potential applications are becoming apparent. Organizations must remain vigilant and adaptable to leverage these opportunities effectively.
Putting It into Practice
✅ Begin AI implementation with agent assist to enhance human support before full automation
✅ Conduct thorough testing with agents before deploying AI in self-service applications
✅ Use AI insights to identify and resolve underlying operational inefficiencies
✅ Implement AI in phases, starting with backend improvements before customer-facing applications
✅ Ensure continuous monitoring and refinement of AI models to maintain accuracy and effectiveness