Speaker 2 0:00

Hey, everyone ready for another deep dive today, we're tackling something that's kind of blowing my mind. How AI is changing the way we think about customer service. It

‍

Speaker 3 0:09

really is a game changer, right? Totally. Yeah. And get this,

‍

Speaker 2 0:12

it's not about replacing humans with robots, like some sci fi movie, right? It's more about using AI to give those human interactions a super boost, yeah,

‍

Speaker 3 0:22

using data to make those interactions even better and maybe even turn complaints into like a secret weapon for building loyalty.

‍

Speaker 2 0:35

we've got some awesome insights from help flow. They're like the gurus of customer service, and they're really on the cutting edge of using AI in this whole space. And

‍

Speaker 3 0:44

what's fascinating to me is how AI is helping us shift our whole perspective on customer service. Okay, how so? Well, you know, we usually see complaints as a negative, yeah, something to avoid, totally, yeah. But with AI, we can actually start seeing those complaints as valuable data, like they're giving us a direct line to understanding exactly what customers need and how we can do better.

‍

Speaker 2 1:05

Okay, yeah, that makes sense. So instead of just dreading those angry emails or phone calls, yeah, we can actually use them as a learning opportunity, exactly,

‍

Speaker 3 1:13

and it's all about using that data to create a better experience for everyone. All

‍

Speaker 2 1:19

right, I'm liking where this is going so let's break this down a bit. Help flow is all about using AI to empower those human agents, not replace them, right? It's like giving them a set of superpower tools. They're still the ones interacting with customers, but now they've got this AI in their corner helping them personalize every interaction, yeah, and

‍

Speaker 3 1:48

make those interactions more efficient and effective. Like, let's say you're a customer and you're dealing with a really frustrating shipping delay, the worst. Now imagine the company you're dealing with is using AI to instantly see your whole purchase history and realize, hold on, this is a loyal customer who's been with us for years. Oh, I like that, right? Suddenly, you're not just getting a generic apology, you're getting a personalized message, maybe even a discount on your next order.

‍

Speaker 2 2:06

It's like they're saying, Hey, we messed up, but we really value your business Exactly.

‍

Speaker 3 2:11

And it shows they understand and they value you as an individual. Okay, so it's not just

‍

Speaker 2 2:15

about fixing the immediate problem, it's about building that long term relationship, absolutely. And it gets even cooler, because help flow uses something called natural language processing, or NLP, to actually analyze the words and phrases that customers are using.

‍

Speaker 3 2:30

It's like AI is learning to read between the lines. Ooh, interesting. So

‍

Speaker 3 2:36 

you see, NLP is a branch of AI that basically helps computers understand human language, right? Like, are they frustrated? Are they angry or just a little bit confused? So

‍

Speaker 2 2:50

the AI can figure out how a customer is feeling based on the words they're using exactly,

Speaker 3 2:54

and by understanding those emotions, AI can help those customer service agents adjust their tone and their approach accordingly. That makes so much sense, right? So instead of getting that like robotic, I'm sorry for the inconvenience, yeah, you're getting a response that's really tailored to your specific emotional state,

‍

Speaker 2 3:11

yeah, like you're actually talking to another human exactly, and

‍

Speaker 3 3:15

that human touch can really help de escalate a tense situation, yeah, and, you know, it frees up the human agents to focus on those really complex issues that need that human touch, creativity and empathy.

‍

Speaker 2 3:26

So I mean, think about all those simple tasks that AI can handle automatically, like answering those frequently asked questions or tracking orders. That frees up the human agents to deal with the stuff that really requires that personal touch? Yeah,

‍

Speaker 3 3:40

that's where they can really shine, using their expertise to solve those trickier problems. So

‍

Speaker 2 3:45

we're not talking about replacing humans. We're talking about this really cool partnership, right,

‍

Speaker 3 3:49 

a perfect blend of AI efficiency and that human touch. Ai handles

‍

Speaker 2 3:53

the repetitive stuff, and humans can focus on what they do best, building relationships Exactly.

‍

Speaker 3 4:58

And you know that 24/7 availability thanks to AI makes a huge difference. Oh, yeah,

‍

Speaker 3 4:12

It's not just about speed, though. It's about using AI to personalize that whole customer service experience from the moment you reach out.

‍

Speaker 2 4:21

Okay, so we've talked about how AI can make things more efficient, more personalized, but what about this whole idea of turning complaints into opportunities? Like, how does that actually work? Well, help

‍

Speaker 3 4:32

flow really emphasizes that, like constantly issuing refunds can be a real drain on a company's resources, especially if those complaints start to pile up. Yeah, that makes sense. So instead of just throwing money at the problem, AI can help businesses get a bit more creative. So

‍

Speaker 2 4:21

Okay, so we've talked about how AI can make things more efficient, more personalized, but what about this whole idea of turning complaints into opportunities? Like, how does that actually work? Well, help

‍

Speaker 3 4:32

flow really emphasizes that, like constantly issuing refunds can be a real drain on a company's resources, especially if those complaints start to pile up. Yeah, that makes sense. So instead of just throwing money at the problem, AI can help businesses get a bit more creative. So

‍

Speaker 2 4:48

instead of that automatic refund, the AI steps in and says, Hold on a second. Let's look at the bigger picture here exactly.

‍

Speaker 3 4:53 

Think about customer retention. It's actually way more valuable to keep your existing customers. Happy than to constantly be trying to win over new ones. Oh, that's

‍

Speaker 2 5:04

So the question becomes, how can we use these complaints as the chance to actually turn a negative experience into a positive one that keeps those customers coming back for more All right? I'm

‍

Speaker 3 5:15 

intrigued. What kind of creative solutions are we talking about here? Well, imagine

‍

Speaker 3 5:19

this instead of just getting that standard refund, the AI analyzes your situation and maybe suggests something a little more personalized, something that benefits both you and the company. Maybe it's offering you some loyalty points or a discount on your next purchase, or even, like a free upgrade to a better product. It's

‍

Speaker 2 5:50

like they're saying, Hey, we messed up, but we really appreciate your business. And here's a little something extra to show you how much we care exactly. Okay, I'm starting to see how complaints can actually be a good thing. They really can be. Yeah. And

‍

Speaker 3 5:51

what's really impressive is how help flow uses AI to analyze customer lifetime value. Okay, what is that? It's like they're figuring out which customers are likely to be their most valuable in the long run. Oh, interesting. So like a loyal customer who spends a lot with a company might receive a more generous offer than someone who's just made their first purchase. It's about using data to make those smart decisions and keep those high value customers happy.

‍

Speaker 2 6:15

Okay, so it's not a one size fits all approach. It's about using that data to create really tailored solutions, right?

‍

Speaker 3 6:29

Oh yeah, next time, we're gonna dive even deeper into how AI can actually help businesses get ahead of those complaints before they even happen. Oh, okay, it's like having a crystal ball for customer service. Okay,

‍

Speaker 2 

6:41

now you've really got me hooked. Can't wait for part two. All right, so last time we were talking about how AI can actually help companies turn those customer complaints into opportunities to build loyalty. Yeah, it's

‍

Speaker 3 7:01

It is pretty amazing. You see, AI is really good at spotting patterns like really good by analyzing tons of data, think customer messages, purchase history, even like social media activity, AI can start to identify trends and predict what might cause issues down the line. So instead

‍

Speaker 2 7:19

of just waiting for those complaints to roll in, right? Ai, can give companies a heads up and say, Hey, you might want to look into this

‍

Speaker 3 7:27

exactly. This could become a problem if you don't address it. Now. That's

‍

Speaker 2 7:34

can you give me an example of how this might work in the real world? Sure,

‍

Speaker 3 7:37

yeah. Imagine a company launches a new product, okay, and suddenly they start seeing a bunch of complaints about a specific feature. Now, without AI, they might just scramble to fix the issue and kind of hope for the best, yeah, put out those fires as they come up, right? But with AI, they could potentially catch that problem way earlier, okay, I like that. The AI might notice that people are mentioning that feature in a negative way on social media, oh, okay, or in customer support chats, and it's like the AI is saying, Hey, I'm seeing some early warning signs here. You might want to address this before it blows up into a full blown crisis. It's

‍

Speaker 2 8:14

like having this team of like super sleuths constantly monitoring for potential problems that would save companies so much time and money and headaches in the long run, absolutely.

‍

Speaker 3 8:25

And it's not just about like avoiding problems either. This predictive power of AI can also help companies create a much smoother, more enjoyable experience for their customers. Okay, how so? Well, imagine you're shopping online, yeah, and the website's able to recommend products that you might like based on your past purchases and your browsing history, right? We see that all the time now, exactly what else, or maybe you can even anticipate what kind of questions you might have and proactively provide you with the information you need. So it's like it's reading my mind in a way. Yeah, it's all about anticipating your needs. Think about how helpful it would be if, let's say you're trying to book a flight and the AI can alert you to potential delays or suggest alternative routes before

‍

Speaker 2 9:11

I even hit the Book button. Exactly. Okay, that's pretty impressive. Yeah, AI

‍

Speaker 3 9:15

is taking customer service to a whole new level of personalization and proactivity. It's not just about reacting to problems anymore. It's about anticipating needs and creating a really seamless experience from start to finish Exactly. And it's important to remember that resolving a complaint well is just the first step. Okay, what happens after the complaint is resolved is just as important, if not more important.

‍

Speaker 2 9:40

So it's not enough to just fix the problem and move on. Nope, not

‍

Speaker 3 9:44

if you want to build real loyalty. Think about a time when you had a problem with a company and they not only fixed it quickly, but also followed up to make sure you were happy with the resolution. Oh,

‍

Speaker 2 9:54

yeah. I've definitely had those experiences, and it made me feel like they actually cared Exactly.

‍

Speaker 3 9:59

Okay, like you weren't just a number to them, and that's where AI can really shine. Help flow talks about using AI to automate those personalized follow up messages, you know, things like thank you, notes, personalized recommendations based on your purchase history, or even just a simple check in to make sure everything is okay. It's

‍

Speaker 2 10:17

like they're going the extra mile to show you that they really value your business, even after the problem's solved. That's a really smart way to build that strong relationship with customers. It

‍

Speaker 3 10:27

is and get this AI can even be used to encourage those happy customers to spread the word like it can actually identify those customers who are particularly satisfied with their experience and prompt them to leave positive reviews or refer their friends to the company.

‍

Speaker 2 10:46

I love that. It seems like AI is giving companies so many tools to create positive customer experiences that go way beyond just fixing problems. It's about building those relationships and creating a sense of loyalty. It

‍

Speaker 3 10:59

really is. It's about turning those everyday interactions into opportunities to create something special. It's

‍

Speaker 2 11:04

amazing to see how AI can take customer service to a whole new level. It

‍

Speaker 3 11:19

It's easy to get caught up in all the exciting possibilities of AI, yeah, but we can't forget that technology is only as good as the people using it.

‍

Speaker 2 11:27

So it's not just about implementing the coolest, newest AI features. It's about having the right mindset from the very beginning. Exactly, companies

‍

Speaker 3 11:35

need to establish a strong, ethical foundation for their AI initiatives. Okay? How do they do that? Well, it starts with asking some tough questions, like, what, like, what are our core values? How can we make sure our AI systems reflect those values? What are the potential risks of using AI in this way, and how can we proactively address them? It's almost

‍

Speaker 2 11:57

like creating an ethical compass to guide all decisions related to AI.

‍

Speaker 3 12:02

That's a great analogy, right? It's about having a framework in place to make thoughtful, responsible choices about how AI is developed and deployed within the company, and that

‍

Speaker 2 12:11

framework probably needs to be pretty adaptable, right? AI technology is evolving so rapidly, absolutely right? What might seem ethical today could raise new concerns tomorrow, exactly. So how do companies keep up with that?

‍

Speaker 3 12:23

Well, the ethical landscape of AI is constantly shifting. Yeah, so companies need to stay informed about the latest developments. Okay, engage in ongoing conversations with experts and be willing to adjust their approach as needed. So it's an ongoing process. It is. It's an ongoing process of learning and adaptation.

‍

Speaker 2 12:39

So it's not just a one time set it and forget it situation, right? It's about building a culture of responsibility around AI exactly, where ethical considerations are baked into every step of the journey, precisely.

‍

Speaker 3 12:51

And it's not just about avoiding negative outcomes either. Okay? It's about proactively seeking out ways to use AI to make a positive impact on customers

‍

Speaker 2 12:04

how can companies do that? Can you give me some examples of how AI can be a force for good in this whole customer service world? Absolutely.

‍

Speaker 3 12:11

Let's talk about accessibility. Okay, AI has incredible potential to create more inclusive customer service experiences for everyone, regardless of their abilities. I like that. Think about AI powered chat bots that can understand and respond to a wider range of communication styles.

‍

Speaker 2 13:29

So someone who is deaf or hard of hearing could communicate with a chat bot using text, and the chat bot would understand them just as well as someone speaking aloud Exactly.

‍

Speaker 3 13:38

AI can also power real time language translation. Oh, wow, yeah, making it easier for people who speak different languages to access customer service and get the support they need. It's

‍

Speaker 2 13:48

like using AI to break down those communication barriers and make sure everyone feels heard and understood

‍

Speaker 3 13:55

exactly. And it goes beyond just accessibility too. Okay, how so AI can also personalize customer experiences, yeah, in a way that goes beyond just targeted

‍

Speaker 3 14:07 

but this is about using data to anticipate needs and proactively offer support or resources that can make a real difference in people's lives. Can you give me an example? Sure. Imagine a company that uses AI to identify customers who might be struggling financially. Okay, instead of just sending them promotional emails, they could proactively offer information about payment plans or financial assistance programs.

‍

Speaker 2 14:30

Wow. So it's really about using AI to show empathy and understanding.

‍

Speaker 3 14:34

It is. It's about moving beyond a purely transactional mindset and building a customer service experience that's truly human centered.

‍

Speaker 2 14:42

I love that. Well, this has been an amazing Deep Dive. I've really enjoyed it. It's clear that AI is a game changer for customer service. It really is, but as with any powerful tool, it's up to us to use it wisely and responsibly. Couldn't agree

‍

Speaker 3 14:55

more, AI has the potential to transform the way businesses connect with their COVID. Customers, for sure, but that transformation needs to be grounded in those ethical considerations and a commitment to creating positive experiences for everyone. Well

‍

Speaker 2 15:09

said and to our listeners, we hope this deep dive has given you a lot to think about. We hope so it's an exciting time to be exploring the possibilities of AI. It really is, but it's also a time for thoughtful reflection on the impact this technology will have on our lives. Absolutely until next time happy diving you.

‍