What questions does AI need to answer when it comes to artificial intelligence-based customer service? What questions require a human touch? Archana answers these questions in her latest episode of Off Script.

In this episode, Archana Agrawal, President of Intercom, discusses how AI is transforming customer service by challenging the traditional trade-offs between quality, speed and cost. She tracks the evolution from face-to-face, local interactions to global call centers and digital channels and explains how AI can quickly resolve simpler requests and free up human agents for complex issues. AI has the potential to revolutionize service economics, enabling companies to deliver high-quality, cost-effective support—a hint of a future where AI-driven customer service increases satisfaction, efficiency and profitability for companies of all sizes.

Key findings:

1. Before the internet, customer service was personal and one-on-one. The internet brought many advantages, such as 24/7 global availability. But it became impossible to offer multilingual, one-on-one support on this scale on a limited budget. Early attempts at automation/distraction, such as IVR and autoresponders, resulted in lower CSAT and angry customers.

2. With the introduction of ChatGPT/AI everything changed. Suddenly it is possible to provide high-quality customer service to a large number of people simultaneously and cost-effectively.

3. The new economic climate is changing everything – from how customer service is delivered and measured, to the role and function of customer service teams, to the value they provide to a business. AI-driven customer service is better, faster, and cheaper. You no longer have to choose between the two – you now get all three.

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