We couldn't have a conversation about customer support without diving into the role of AI, right? Ultimately, all three speakers were on the same page: AI isn't a job killer, it's a game-changer for support teams. Lucy highlighted the potential of using text analysis for call transcripts
and automating the dull, repetitive stuff. That way, humans can focus on the trickier issues.
Becks chimed in with how AI could be a game-changer in outbound calls, especially for collecting basic customer data. For instance, Second Nature could use it to catch up with customers on their weight-loss progress. The goal? Freeing up customer support agents from mundane tasks, so they can up their skills and really shine in their roles.
Luba also touched on the efficiency and deep insights AI can offer, like detecting recurring themes and sentiment analysis
. Looking ahead, she sees potential for AI to offer real-time coaching for agents during challenging calls.
The bottom line? AI's not here to take our jobs; it's here to make us better at them.