The hot take on this is that the emerging trend towards embracing AI in the service sector is hardly unexpected. The media buzz and excitement about AI's potential to 'revolutionize' service delivery, enhance customer satisfaction, and reduce the labor costs involved, it's not surprising to see some organizational leaders who are skeptical or cautious about the cost and rapid pace required for implementing this strategy. It's important to recognize that deploying effective self-service systems is not a straightforward task for most products. It demands considerable time and effort to ensure that the customer journey is streamlined, minimally frustrating, and maximizes satisfaction. :)
Sr Technology Leader | Pega Expert | BPM | Omni Channel | Process Automation| Technology Governance/Architecture
11moHi Devin agreed! What most leaders don't realize is that the CS agent is doing analytics and process improvement on the fly! They are constantly trying to help the customer solve their issues. Finding creative ways to use their tools and help. When you loose the agent, you now how to mature your organization to be better at constant process improvement and customer experience management. For most organizations CS agents are far from being automatons. Conversely process automation is not one and done either.