97: Using AI for Customer Support: Voice AI vs Humans in Customer Service Strategy with Nathan Strum
About this episode
Chris Daigle discusses the role of voice AI in customer support with Nathan Strum, highlighting the balance between AI and human judgment.
Send us Fan Mail Most leaders assume AI in customer service means replacing people, but the data tells a more complicated story. In this episode Chris talks with Nathan Strum, CEO of Abby Connect, about what actually works when deploying voice AI in real business environments. Drawing on two decades of customer service experience, Nathan explains why AI excels at structured workflows like scheduling, but still struggles with unpredictable edge cases where human judgment matters most. He also ...
People in this episode
Host: Chris Daigle
Guest: Nathan Strum
Topics covered
- AI in customer service
- voice AI
- human judgment
- customer support strategy
- business environments
Keywords
- AI
- customer service
- voice AI
- human judgment
- customer support
- business strategy
- scheduling
Mentioned in this episode
Organizations: Abby Connect
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