AI will not replace humans, at least for now.
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Last month, in commemoration of the 25th anniversary of CCW (Customer Contact Week), the world’s largest customer service conference hosted by the market intelligence firm, more than 3,000 customer service representatives and suppliers (vendors) from the customer service and support industry gathered in Las Vegas. Customer management practice. We had informative and entertaining speakers throughout the four days. In this article, I’d like to provide an overview of one of the most important topics of our time, AI, and some other lessons learned from speakers outside the industry.
workshops and presentations
Every day, every presentation mentioned AI (generative AI, ChatGPT, etc.). Even if the presentation had nothing to do with AI. It’s clear that this technology is transforming the industry, and the world. AI is nothing new. It’s been here for decades. In the last decade or so, AI has started making its way into the world of customer support and CX. IBM’s Watson product has had a major impact on the industry. At the CCW show, dozens of companies were promoting their AI-infused solutions.
First, AI will not replace humans. Address customer ‘low-level’ issues and questions such as ‘I lost my password’ or ‘What is the status of my order?’ and other frequently asked questions. More sophisticated AI solutions can go beyond the basics and take it to the next level, but the overall consensus is that live agents/experts should handle more complex problems. According to CMP, 95% of customers still expect to be able to converse with a real human being. As AI technology advances at a breakneck pace, so does our experience and capabilities. I still stand by what I’ve been saying for years that AI won’t replace humans, at least for now. Consider that ATMs (Automated Teller Machines), first introduced by Barclays Bank in 1967, were seen as an alternative to tellers. it hasn’t happened yet.
Mark King, CEO of Taco Bell
The opening keynote speaker for the conference was Taco Bell CEO Mark King. He shared some interesting and interesting insights. Taco Bell is a well-known fast food brand with a successful track record. When Mr. King took over as CEO, the formula for success was “inviting” food, great pricing, and he had a four-minute drive-thru time. He said, “Don’t screw this up. Don’t experiment. Just focus on ‘same store sales.’
Everything was going smoothly until the world shut down due to COVID-19. Taco Bell has found itself lagging behind the technology race. They didn’t have a digital app, a loyalty program, or offer a pick-up service. However, like many companies, we have adapted successfully. This was an important lesson in realizing that leaders should be more innovative.
King talked about what innovation means for Taco Bell. They have an incubator inside. Once a quarter, ideas are broadcast to all Taco Bell employees. The first 60 of her who respond will be able to participate in the project. King tells them: We hope that you will join us in shaping our future. ” I love the idea of allowing employees from all departments of the company to come together and participate in the growth of the organization.
In closing, King praised the customer service industry, lauding it as the one that underpins the business of companies and brands. he said: “Customers are the most important thing in any business. Without customers, there is no business.”
Abby Wambach
At conferences like CCW, motivation is always welcome. Abby Wambach was an interesting choice to speak at a customer service conference. She didn’t talk about customer service or CX, but she had a lot to share. Her message was inspiring and well received.
For those who don’t know, Wambach is a member of the U.S. Women’s Soccer Team, a two-time Olympic gold medalist, a member of the National Soccer Hall of Fame, and a six-time winner of the National Soccer Player of the Year award. there is . She is recognized as the sport’s all-time leading scorer. She said it’s not just female players, it’s all players. In 2015 she time Listed as one of the 100 most influential people in the world.
In 2016, Wambach sparked controversy with his own comments after accepting ESPN’s Special Icon Award alongside two other superstars, Kobe Bryant and Peyton Manning. All three played at the top of their respective sports, but while the pay gap allowed Bryant and Manning to retire wealthy, Wambach was considered one of the sport’s greatest players after his retirement. had to keep working.
Her message of equal pay extends beyond sports to the world of business. “It was never just about football. The women’s team has proven that you can’t simply compare yourself to other women. But equality will come, and the US Women’s National Team proves it.”
Moving away from the topic of equal pay, Wambach talked about strengths and weaknesses within teams that business leaders should focus on. Successful teams always have an overall leader, whether it’s the captain of a sports team or the CEO of an organization. These leaders are typically surrounded by talented people who specialize in specific skill sets. Not everyone is equally strong.
Wambach believes it’s important to use weaknesses to make your team stronger. A superstar surrounded by mediocre players cannot win a game. Everyone should demonstrate and demonstrate strength to help win, but not everyone has to be equally strong in all parts of the game. For example, Wambach admits he wasn’t as fast as others. She shared the stage with teammate Mia Hamm to discuss her own weaknesses. She asked Wambach, “What if I was faster?” “Then there would have been no room for me to help set the stage to score and win,” Hamm replied.
This lesson is powerful and applies to any sport and any business. Don’t just use your strengths. Recognize your weaknesses and surround yourself with those who compensate for your weaknesses and support your strengths. This applies to customer service and CX within the team. Getting back to the topic of the conference, AI can and should be used to help people who support customers.
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