AI in Customer Service: The Possibilities and Pitfalls

Ever since ChatGPT launched, companies have been clamoring to figure out how they can leverage AI for better business outcomes. For service teams, AI promises to enable customers to self-solve more often and agents to be up to 45% more productive.*

With a sea of information to navigate and occasionally conflicting advice, the specifics of leveraging AI for your business aren’t easy to nail down. How (and when) you should leverage AI in your processes is a tricky question to answer, and its implementation is much harder to get right. 

Over the past year, we’ve been building an AI solution for customer service and have discovered common pitfalls and promises to make AI work for your team now and into the future. Watch our CEO and product developer extraordinaire, Alexis Fogel, as he uncovers these learnings for the first time. He shares what we’ve learned about AI for customer service, how you can make the biggest impact with it, its strengths and limitations, and where it will fall short of expectations.

* McKinsey & Company