How A.I. Can Supercharge Your Customer Service Team

Najeebah Al-Ghadban

The idea of removing humans from customer service is not new,” says Jeff Galak, associate professor of marketing at Carnegie Mellon’s Tepper School of Business. And with recent rapid advances in generative A.I. technology, marked by the launch of OpenAI’s ChatGPT and its numerous offspring, many business owners might be tempted to eliminate their human customer service teams altogether.

That’s especially true of companies on the Inc. 5000, which are fielding an ever-increasing number of calls from their growing cus­tomer bases. Even so, Galak says a shift to full auto­mation right now would be premature. The reality is that many businesses are going in the opposite direction–employing A.I. to enhance, rather than replace, their customer service agents.

Here’s what we learned from a few of them about using A.I. to supercharge service teams….Continue reading…

By: Rebecca Deczynski

Source: How A.I. Can Supercharge Your Customer Service Team | Inc.com

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