Phil Risher says tell customers upfront when they're talking to AI. Automate routine stuff, but hand off to a human fast because people understand context better. Hiding the AI just frustrates callers with complex questions.
If it's an AI chatbot, come out and say that. If someone were to call Flash Consulting, we have an AI answering service that says, "Hi, I'm Flash's AI receptionist. I can answer most of the questions, schedule calls, whatever." Inside of the automation process, there's two things: automation and AI. I like to default to just automation first and then CSR or someone pick up the ball from there because in my opinion, it's going to do better and it knows what's going on on the dispatch board and everything compared to AI. But if it is AI, then introduce AI and let them know because they're going to start asking questions, going to start talking crazy, and they're going to get frustrated. And that's what you don't want.
