AI should remove friction from work, not distance people from customers. When judgment stays human and AI handles repetition, both trust and empathy scale.
What
Jessica-Rose Garcia
has to say about
How Leaders Should Adopt AI in Customer Support?
In my professional opinion, AI in support should be implemented in small and thoughtful, methodical bursts. TEST TEST AND TEST AGAIN! One policy at a time, reaching your measurement of perfection without and reviewing even after the fact; then move onto the next. Don't be afraid to try things, don't overthink, but also keep an eye on these. Utilize your internal frontline team to ensure they have eyes on AI responses as well and feel welcome in the conversation on providing feedback for improvement. AI in support is there to handle the low hanging fruit concerns so that your human team can handle the deep, meaningful interactions with your customers that generate true brand love.
