How to Know the True Impact of AI in Customer Service Featuring Jeff Fettes

Balancing Productivity and Customer Satisfaction with Automation 

Shep interviews Jeff Fettes, founder and CEO of Laivly. He talks about how organizations can integrate AI across the entire customer service journey to empower agents and advance business goals rather than relying on vanity metrics. 

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

How do you measure true ROI on AI in customer service?  

What customer service metrics should companies track to evaluate AI success?  

Why do most customer service AI implementations fail?  

How can contact centers integrate AI across the entire customer journey?  

Should AI in customer support be used to replace human employees or assist them? 

Top Takeaways:   

Use AI in customer service because it is beneficial, not just because it is new. AI should be implemented when it makes processes genuinely easier or better for customers. It is about evaluating what your customers, employees, and organization need and then using AI to deliver that. 

Limiting AI to the beginning of your interaction adds unnecessary cost and frustration, especially if the customer still needs to speak to a human later. For better impact, integrate AI into every stage of the customer service journey where appropriate. 

When customers move from AI to human agents, history and the details of the interaction should be transferred seamlessly. This way, agents do not need to ask questions that force customers to repeat themselves.