[Special Episode] Lauren Fearn - AI in Customer Support from the Director of Support at Zapier

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Decoded by Threado AI

Threado

49 episodes

9 months ago

Welcome to Decoded by Threado where we chat with founders, support and community leaders. We talk about how to do great customer/community support at the intersection of AI, unpack unconventional methods to do support and community building. Together, we dissect, decode, and dive deeper into how they had successfully built stellar teams before and/or building them now. We are building an exclusive community for founders, support and community leaders. Join - https://www.threado.com/community

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[Special Episode] Lauren Fearn - AI in Customer Support from the Director of Support at Zapier

Decoded by Threado AI

54 minutes

1 year ago

[Special Episode] Lauren Fearn - AI in Customer Support from the Director of Support at Zapier

🤙🏻 About the Guest - Lauren Fearn is the Director of Support at Zapier. She has been with the Zapier support team for more than five years and has over a decade of experience in building customer support teams in companies like Madgex, BrightLocal, Create[dot]net

🤙🏻 Timestamps -
00:48 - Intro of Lauren
01:27 - Implementing AI at Zapier
07:05 - Learnings from implementing AI at Zapier
11:41 - Handoff from a chatbot to human support
16:24 - Some measures to make the integration of AI more human
19:53 - Tips to build better documentation
25:51 - Opportunity for AI to add value and make support agents's lives easier
29:02 - Measuring AI's performance
32:44 - Pitfalls to avoid while using AI
37:49 - AI in support teams - tips and measures for support leaders
48:37 - Can AI take care of redundant tasks almost independently so that humans can focus on solving complex problems?
50:56 - Can you use AI support in Slack Connects?
53:29 - Outro

🤙🏻 Where to find Lauren - https://www.linkedin.com/in/laurenafearn/