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Hello, nice to meet you, I’m Danielle! I’m the Customer Experience Manager here at 3PL.

With my role focused on ensuring unreal customer experiences, you could say I have a solid understanding of what it takes to keep customers satisfied. I’d like to talk to you today about something I have been observing for a couple of years, the use of AI in customer service.

AI has totally transformed customer service, bringing perks for both companies and customers. One good thing about AI is that it’s there 24/7 to assist, no matter the time zone or when you need it. AI-powered chatbots and virtual assistants are rapid at giving answers to customer questions, which means less time waiting around.

AI can make things feel personal by looking at customer info and preferences, so the recommendations and solutions AI give are tailored to each query. AI also learn from previous conversations, which means they can answer any repetitive queries quickly, faster response equals happier customer.

AI takes care of boring, repetitive tasks so that human agents can focus on the tricky cases that really need their attention, like understanding customers feelings and solving more complex issues. AI in customer service makes everything run smoother, improves customer satisfaction, and contributes to the overall success in today’s crazy competitive world.

While AI has its perks in customer service, there are a few downsides to keep in mind too. They might be speedy, but they can’t exactly offer the same warmth, empathy and understanding as a real human. Sometimes they might even give the wrong answers, which can be extremely frustrating for customers, especially when it’s about something important or when they are already high rate!

The main concern for me is the potential impact of AI assuming too many tasks, potentially leading to fewer opportunities for human customer service agents and ultimately, a reduction in job availability. Throughout my career, I’ve had the privilege of working closely with my colleagues, mentoring them to consistently deliver world class solutions. This commitment to excellence is something I prioritise above all else. Besides, work dos wouldn’t be that fun with AI, would they?

AI is a game-changer in customer service, no doubt about it. Its ability to provide instant support, personalised interactions, and streamline operations is seriously impressive. With AI, businesses can offer 24/7 assistance, boost customer satisfaction, and even free up human agents to tackle more complex issues. But what we can’t overlook is the personable, warm quality that human interaction gives our customers. For me, a combination of both is where we will see most value, not to sound like Love Island but let’s not put all our eggs in one basket.

I’m sure there are customer service managers out there who agree, share your thoughts, lets talk all things AI!