The Future is AI First but Human Centered Featuring Sam Wilson

About this episode

Shep Hyken interviews Sam Wilson about the integration of AI in customer support and its impact on business communications.

Elevating Customer Support Teams with Smart AI Integration Shep interviews Sam Wilson, Chief Executive Officer of 8x8. He talks about the evolving role of AI in business communications and why customer experience professionals should be recognized as revenue generators rather than cost centers. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What impact does self-service technology have on customer satisfaction? How can AI self-service and human support work together effectively? What drives customers to switch companies due to poor self-service? What makes customers more forgiving of mistakes by human agents than AI systems? Why should businesses view customer service as a revenue center rather than a cost center? Top Takeaways: Relying exclusively on self-service or automation is not enough. Customers should always have a way to speak to a real person when technology can’t meet their needs. AI-powered solutions work well for routine requests, but there must be a seamless failover to a human agent when things get complicated or the customer is dissatisfied. California has enacted a law requiring companies to offer a quick, clear…

People in this episode

Host: Shep Hyken

Guest: Sam Wilson

Topics covered

• AI
• customer support
• business communications
• customer experience

Keywords

• self-service technology
• customer satisfaction
• revenue center
• automation

Mentioned in this episode

Products: 8x8

Books & works: Amazing Business Radio with Shep Hyken

Places: California

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