Numbers and Narratives
Numbers and Narratives bridges the gap between the marketing/customer experience and data - come listen to marketing and CX experts talk about how to use data to better engage with your customers and provide a great experience.
Numbers and Narratives
The Future of Work: Why the Bar Just Raised
In this illuminating episode of Numbers and Narratives, hosts Ibby Syed and Sean Collins sit down with Justin Michaud, Director of Customer Care at Life360, to explore the cutting-edge world of AI in customer support. Justin shares his experience leading a team that supports multiple products, including Life360, Tile, and Geobit, and how they've revolutionized their customer service approach using AI.
The conversation dives deep into the practical applications of AI in customer support, with Justin revealing that their AI agent handles a staggering 180,000 conversations per month compared to 20-25,000 by human agents. He discusses the strategy behind implementing AI for initial customer contact, emphasizing its effectiveness in handling FAQ-type inquiries while preserving human interaction for more complex issues. Justin also addresses the challenges of customer trust in AI systems and how continuous improvement and dedicated management of these tools are crucial for success.
One of the most fascinating insights from the episode is Justin's perspective on the evolving roles within customer support teams. He explains how AI is eliminating lower-level tasks, allowing human agents to focus on more complex, high-touch interactions. This shift is changing the hiring landscape, with a growing emphasis on AI literacy and the ability to leverage tools like ChatGPT in daily work. If you're a CX leader, CS professional, or anyone interested in the future of customer support, this episode offers invaluable insights and practical takeaways. Don't miss out on this engaging discussion. Tune in now to stay ahead of the curve in AI-driven customer service!