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  • Writer's pictureTamara McKenzie

EP2: Enhancing Customer Experience with AI Technology with Craig Stoss


In today's rapidly evolving business landscape, customer experience has become a crucial factor in the success of any startup organization. With the advent of artificial intelligence, businesses now have access to a wide range of tools and techniques to enhance their CX and customer support capabilities. But how can businesses evaluate where they stand in terms of implementing AI into their customer support strategies?


To shed some light on this topic, we sat down with Craig Stoss, the Director of CX Services at PartnerHero. Craig is a veteran CX professional with extensive experience in the field of AI and technology. In our conversation, he shared his insights on the current AI landscape and how businesses can successfully incorporate it into their support strategies. During our discussion, Craig emphasized the importance of assessing your organization's readiness for AI implementation. This includes evaluating your current infrastructure, data, and resources, as well as identifying any potential roadblocks that could hinder successful implementation. Craig also highlighted the importance of choosing the right AI tools and techniques to suit your specific business needs and goals.

In addition, we also had the pleasure of having ChatGPT the large language model trained by OpenAI, provide insightful commentary and add to the discussion.

Towards the end of this episode, Craig enlightened us on IBM's Watson, the AI that became famous for outsmarting expert Jeopardy players over 12 years ago. After our recording, he shared the clip with us, which we have decided to include for your viewing pleasure. However, if watching accomplished individuals experience defeat for the first time makes you uncomfortable or anxious, we recommend that you skip this one:

Craig, we really appreciate you for being an outstanding guest! Your presence on the show helped our entire team gain valuable insights during the production of this episode. You're welcome back anytime!

For additional information about Craig and to access more of his useful content, you can visit his personal website, here.


Timestamps

0:02:20 Conversation on AI and Automation in Customer Experience

0:04:14 Conversation on AI and Empathy in Customer Experience

0:11:13 Exploring the Limitations of AI: A Conversation on the Role of Machine Learning and Natural Language Processing

0:15:32 Exploring Partner Hero's CX Services

0:17:33 Discussion on the Benefits of Personalization in CX

0:19:24 Using AI to Analyze Customer Data and Improve Service Quality

0:20:52 AI Integration Strategies for CX Professionals

0:25:14 Analysis of AI-Driven CX Strategies for Improved Insights and Reporting

0:28:33 Impact of Data-Driven Support on CX Professionals' Skills and Knowledge

0:30:14 Conversation on Evolving Support Roles and Evaluating Soft Skills During the Hiring Process

0:36:53 Conversation on AI and Empathy in the Workplace

Quote Highlights

  • "I would argue that if AI fulfills the promises of doing the research part of a job for you, so understanding the industry, understanding the technical nature of the problem, doing that pattern recognition, data analysis for you, then the softer skills become much more important to focus on because the human element is now that differentiator. And that is the difference I would see happening."

  • "We need to focus more on critical thinking, and we have to also, especially with the use of AI, start to understand what the guidance AI gives us means. Do we just blindly accept what the AI says, or do we have to apply a critical layer, a human layer to that?"

  • "Customers are now becoming frustrated when the support agent is following a scripted response or triaging that doesn't make sense or doesn't even have the ability to provide contextual support. So the perception of support professionals has already changed and I do see that continuing. We need to focus more on critical thinking and we also have to, especially with the use of AI, start to understand what the guidance AI gives us means."

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