Balancing AI and Human Touch in Modern Customer Support

In this episode of Numbers and Narratives, Ibby Syed and Sean Collins dive deep into the world of AI-powered customer support with special guest Kenji Hayward, Head of Support at Front. As a veteran in the support industry, Kenji shares his unique perspective on leading support at a company that provides support software. The conversation kicks off with a discussion on the limitations of using deflection rate as a primary KPI for chatbots and AI assistants. Kenji introduces his innovative AXIS framework, designed to more accurately measure the quality of AI interactions beyond simple deflection metrics.

They explore the evolving role of support teams in modern organizations, with Kenji advocating for viewing support as a value driver rather than just a cost center. He emphasizes the importance of leveraging customer data and insights gathered by support teams to drive product improvements and business growth. The episode also delves into the ethical considerations of AI in customer service, referencing recent controversies and discussing best practices for transparency. Kenji provides valuable insights on how companies can effectively integrate AI into their support workflows while maintaining a human touch.

Listeners will gain practical advice on implementing AI in customer support, measuring its effectiveness, and positioning support teams as strategic assets within their organizations. Whether you're a support leader looking to optimize your AI strategy or a business executive interested in the future of customer experience, this episode offers a wealth of actionable insights. Don't miss out on this thought-provoking discussion – tune in now to stay ahead of the curve in AI-powered customer support!

Follow Kenji on LinkedIn at https://www.linkedin.com/in/kenjihayward/