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Podcast Link: Credit Shift
In this interview, Andrew Sanders, a renowned expert in the field of customer experience, shares his wisdom on leveraging conversational AI to enhance customer interactions. The discussion delves into the critical aspects of triage, intent-level orchestration, and the importance of empathetic communication in customer service.
Key Points and Ideas:
Triage for Efficiency: Properly identifying customer intent and triaging conversations is essential for efficiently resolving customer queries and issues.
Intent-Level Orchestration: Understanding where and how to resolve specific customer intents, whether on chat, email, or other channels, can significantly improve the customer experience.
Empathetic Communication: While AI cannot truly empathize, it can convey understanding and care by acknowledging customer concerns and promising resolution.
Data Accuracy: Relying on IVR disposition codes or agent-entered data...
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