In this episode of CX Unwrapped, host Maaike speaks with Phil Jordan, an automation specialist, about the integration of AI in customer experience, particularly focusing on the self-service model at HomeServe. They discuss the importance of data in AI implementation, balancing efficiency with customer satisfaction, and the perspectives of agents during automation. Phil shares insights on project management, success factors in AI projects, and the future of AI in customer service, emphasizing the need for cultural shifts in contact centers and practical advice for organizations looking to implement AI solutions.

HomeServe case: https://bit.ly/4halIxa

Sabio: https://bit.ly/4eNxko0

Chapters

00:00 - Introduction to AI and automation in Customer Service

05:41 - Building a business case for AI implementation

07:52 - Balancing efficiency and customer experience

11:06 - Agent perspectives on automation

13:24 - Project Management and team dynamics

16:10 - Future predictions for AI in customer service

20:04 - Cultural shifts in the contact center industry

21:51 - Final advice and key takeaways.