Marc Haine discusses using AI in customer service without losing the human element. He covers creating more touchpoints, personalizing experiences around customer milestones, and automating targeted outreach while keeping the personal connection intact.
The one thing artificial intelligence can't do is it can't provide that human touch. But what we can do is we can leverage the technology to create more touchpoints for our customers. In my book, and I hate to keep slogging my book, but in chapter 18 of my book, I talk about the journey that people are on with us, whether they're a customer or they're an employee. And through their journey with us, there are multiple touchpoints that everybody hits. And if we understand the questions and the needs that people have on their journey with us, then we're better prepared to be able to serve them. And so this is where we can now leverage AI and technology to personalize experiences, understanding that somebody's gonna come to a specific milestone in their journey with us and have specific needs. We can design technology to be able to recognize and take advantage of that, to be able to personalize experiences and to be able to do reach-outs and to be able to communicate.
